Customer Support Executive

6 days ago

Gurgaon, Haryana, India Divine Hindu Full time ₹ 2,40,000 - ₹ 4,80,000 per year

Job Title:
Customer Support Executive — High-volume Chat (400–500 chats/day)

Compensation:
Up to ₹25,000 per month

Location:
Sector 27, Gurugram — Work from Office

Working Days / Timings:
Monday–Saturday, 9:00 AM — 6:30 PM

About Divine Hindu

Divine Hindu sells authentic spiritual products and ritual services to a pan-India audience. We value respect, authenticity, speed, and excellent customer experience.

Role summary

You will manage 400–500 customer chats per day
across WhatsApp and website chat, resolve order and product queries using Shopify, escalate logistics issues, and maintain high CSAT while working with canned responses, macros, and concurrency.

Key responsibilities

  • Handle inbound chats — target
    400–500 chats/day
    .
  • Use
    Shopify admin
    for order lookups, refunds, cancellations, and order notes.
  • Use canned responses, macros, and templates to speed replies while maintaining personalization.
  • Escalate unresolved issues to Warehouse/Logistics/Operations with clear notes and SLAs.
  • Log all interactions in the ticketing system; update order notes and customer profiles.
  • Maintain CSAT and first-response SLAs; meet chat resolution and accuracy targets.
  • Assist in updating the knowledge base and creating reusable chat templates.
  • Support festival peaks — flexible shifts or extra hours as required.

Must-have

  • 6 months+ customer support experience (e-commerce preferred).
  • Hands-on experience with
    Shopify admin
    (order lookups, refunds, tags, notes).
  • Experience handling
    high-volume chat
    chats/day) OR strong experience with multi-concurrent chat tools and templating.
  • Fluent in Hindi + English (written & spoken).
  • Good typing speed and accurate data entry (preferred 35+ WPM).
  • Calm under pressure, detail-oriented, ability to multi-task.

Nice-to-have

  • Experience with Ozonetel / any cloud telephony / Freshdesk / Zendesk / Haptik / Gorgias.
  • Experience with WhatsApp Business API or chat automation tools.

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