Customer Support Executive

2 weeks ago

Bengaluru, Karnataka, India Valarr Full time ₹ 2,00,000 - ₹ 6,00,000 per year

About the Role

We are looking for a customer-focused and energetic Customer Support Executive with prior experience in D2C or E-commerce. The ideal candidate will handle customer queries across multiple channels, manage order-related issues, and ensure a smooth, high-quality customer experience.

Key Responsibilities

  • Handle customer queries via chat, email, WhatsApp, social media, and calls.
  • Manage order tracking, returns, replacements, refunds, cancellations, and delivery escalations.
  • Resolve customer issues with accuracy, empathy, and timely follow-ups.
  • Maintain a consistent brand voice in all customer interactions.
  • Use CRM / helpdesk tools like Freshdesk, Zendesk, Gorgias, or similar.
  • Coordinate with internal teams — logistics, warehouse, operations, and product — for quick resolution.
  • Record, track, and close tickets within SLA timelines.
  • Capture customer feedback and share insights to improve product and CX.
  • Identify repeat issues and suggest process improvements.

Requirements

  • 1–4 years of experience in Customer Support for a D2C brand, E-commerce company, or marketplace seller.
  • Strong communication (written + verbal) in English; additional languages are a plus.
  • Hands-on experience with helpdesk tools (Freshdesk, Zendesk, Kapture, Zoho Desk).
  • Ability to manage high-volume queries and multitask.
  • Problem-solving and conflict-resolution skills.
  • Comfortable working in a fast-paced startup environment.
  • Knowledge of order management, courier tracking, and return workflows.

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