Customer Support

23 hours ago

Mumbai, Maharashtra, India Bajaao Music Full time

Key Responsibilities

Customer Support Operations

  • Manage daily customer support operations across phone, email, WhatsApp, live chat, and ticketing systems.
  • Ensure timely and accurate resolution of customer queries, complaints, and escalations.
  • Define and monitor SLAs, CSAT, NPS, TAT, and other CX metrics.
  • Handle critical escalations and ensure root cause analysis and corrective actions.

After-Sales & Service Management

  • Oversee after-sales processes including returns, replacements, refunds, warranties, and service requests.
  • Coordinate with authorized service centers, brands, logistics partners, and internal teams.
  • Ensure smooth repair and service workflows with minimal customer friction.
  • Monitor spare parts availability and service turnaround times.

Team Management & Training

  • Lead, coach, and develop customer support and after-sales teams.
  • Conduct regular training on products, SOPs, soft skills, and system usage.
  • Set performance targets and conduct periodic reviews.

Process & Quality Improvement

  • Design, document, and continuously improve SOPs for support and after-sales operations.
  • Identify recurring issues and drive process automation or system enhancements.
  • Ensure compliance with company policies and brand service standards.

Cross-Functional Collaboration

  • Work closely with Sales, Warehouse, Logistics, Finance, IT, and Brand teams.
  • Provide customer insights and feedback to improve products, policies, and overall experience.

Reporting & Analytics

  • Prepare regular reports on support performance, escalations, returns, and service trends.
  • Use data to drive decision-making and improve customer satisfaction and operational efficiency.

Key Skills & Competencies

  • Strong understanding of e-commerce customer support and after-sales processes
  • Excellent communication and escalation-handling skills
  • Experience with CRM, ticketing systems, and WhatsApp support tools
  • Process-oriented with strong problem-solving ability
  • Ability to manage vendors and service partners
  • Customer-first mindset with operational discipline

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