Customer Care Associate

2 weeks ago

Ghatkopar West Mumbai Maharashtra, India Supportstraw Technologies Private Limited Full time ₹ 1,92,000 - ₹ 2,40,000 per year

Location: Ghatkopar West, Mumbai (Hybrid)

Shift Timings: 10 AM - 7 PM IST

Schedule: 6 days a week (Monday to Sunday, with 1 rotational weekly off)

Salary: ₹16,000 - ₹20,000 in-hand + Incentives up to ₹2,000

About the company:

Datastraw Technologies partners with fast-growing D2C brands to streamline operations and deliver exceptional customer experiences. Our focus is on customer support, retention, and engagement, helping brands connect effectively with their customers.

Role Overview:

We are hiring Customer Support Executives for a chat-based process. You will manage customer interactions on platforms such as Facebook, Instagram, WhatsApp, and social media comments, providing accurate information, resolving queries, and maintaining high-quality written communication. The role requires excellent grammar, typing skills, and professional writing style.

Key Responsibilities:

  • Respond promptly and professionally to customer queries via chat and social media comments.
  • Assist customers with order-related queries, discounts, and general guidance.
  • Handle follow-ups, feedback collection, and resolution of complaints through chat.
  • Maintain an empathetic, friendly, and professional tone while managing multiple conversations simultaneously.
  • Coordinate efficiently with internal teams, logistics partners, and clients to resolve issues.
  • Document all interactions accurately in the CRM and keep relevant stakeholders updated.
  • Achieve daily quality and response targets while ensuring customer satisfaction.

Requirements:

  • Minimum 6 months of experience in chat support, customer support, or BPO processes.
  • Strong written communication skills in Hindi and English; grammar, spelling, and typing accuracy are essential.
  • Ability to manage multiple chats simultaneously with a professional and empathetic approach.
  • Comfortable coordinating with cross-functional teams and clients.
  • Tech-savvy with basic knowledge of chat tools, social media platforms, and CRM systems.
  • Must have a laptop/desktop with webcam and reliable internet for WFH days.
  • Willingness to work hybrid shifts, including rotational weekends and public holidays.

Perks & Benefits:

  • Performance-based incentives.
  • Exposure to working with fast-growing D2C brands.
  • Opportunity to enhance skills in customer engagement, written communication, and team coordination.

Job Types: Full-time, Permanent

Pay: ₹16, ₹20,000.00 per month

Benefits:

  • Paid sick time
  • Paid time off

Ability to commute/relocate:

  • Ghatkopar West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

  • Are you comfortable working in a hybrid model in Ghatkopar West, Mumbai?
  • Do you have a personal laptop/desktop with webcam and a stable internet connection?
  • How would you handle a customer who is upset about a delayed order?
  • Why do you want to work in a chat-based customer support role?

Experience:

  • Customer service: 1 year (Preferred)
  • chat support: 1 year (Preferred)

Language:

  • English (Preferred)
  • Hindi (Preferred)

Work Location: In person

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