Customer Support Executive

2 weeks ago

PimpriChinchwad, Maharashtra, India Sunad Garden LLP Full time

Sunad Garden is looking for a proactive and customer-focused Customer Support Executive who can handle customer queries, support the sales team, guide users through our platform, and ensure a smooth customer journey from inquiry to purchase.

Key Responsibilities1. Customer Query Handling

  • Resolve queries related to logins, payments, questionnaire filling, product information, cart issues, and post-purchase concerns.
  • Identify system vs user errors and escalate technical issues promptly.
  • Provide step-by-step guidance to customers for a friction-free experience.

2. Payment & Account Support

  • Verify payment status through dashboard/payment gateway.
  • Guide customers on successful, pending, or failed transactions.
  • Escalate mismatched payments within defined timelines.

3. Questionnaire Assistance

  • Assist customers in completing health questionnaires.
  • Clarify doubts and ensure successful submissions.

4. Product & Cart Assistance

  • Explain product details, plant benefits, and usage information accurately.
  • Help customers with cart creation, modifications, and checkout.
  • Identify high-intent customers and alert the sales team.

5. Coordination With Sales Team

  • Share lead information with complete clarity.
  • Provide updates on customer feedback, concerns, and conversion blockers.
  • Follow up on open leads regularly to ensure closure.

6. Reporting & Documentation

  • Maintain daily trackers for queries, resolution times, and escalations.
  • Prepare and submit End-of-Day reports.
  • Generate weekly and monthly performance summaries.

7. Internal Staff Training

  • Train new staff on CRM usage, common queries, response templates, and processes.
  • Conduct monthly refreshers and maintain training logs.

Key Skills Required

  • Excellent communication skills (written & verbal).
  • Strong problem-solving and customer-handling skills.
  • Ability to multitask and prioritize efficiently.
  • Experience with CRM tools, ticketing systems, or customer portals.
  • Basic understanding of payments, order processing, and e-commerce flows.
  • A calm, patient, and solution-oriented mindset.

KPIs for Success

  • First response time
  • Average resolution time
  • Conversion support effectiveness
  • Accuracy of information shared
  • Customer satisfaction score
  • Reporting quality & consistency

Qualifications

  • Any graduate degree.
  • 1–2 years of experience in customer support (preferably in e-commerce, wellness, or service-based companies).

Why Join Sunad Garden?

  • Opportunity to contribute to a fast-growing wellness and sustainability brand.
  • Supportive culture and meaningful work aligned with improving customer well-being.
  • Career growth opportunities within customer success and operations.

Job Type: Full-time

Pay: ₹15, ₹30,000.00 per month

Work Location: In person

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