Customer Support Executive

We are looking for a  Customer Service & Operations Executive – Level 1 to manage customer communication and provide first-level support for our products sold through Amazon, Flipkart and our own website.

The ideal candidate should be polite, responsible, well-organised and comfortable communicating with customers over phone, WhatsApp and email. The role requires good coordination with our sales, warehouse and service teams to ensure a smooth customer experience.

Key Responsibilities

Customer Support

- Handle customer queries through phone, WhatsApp, email and online marketplaces.

- Provide first-level support for steam irons and other home appliances/products.

- Understand customer complaints and provide basic troubleshooting and product guidance.

- Handle queries related to product usage, delivery, installation, warranty, returns and replacements.

- Escalate technical issues to the service/technical team when required.

- Maintain a professional and courteous approach with customers at all times.

Amazon / Flipkart / Website Support

- Monitor and respond to customer queries and complaints received through Amazon, Flipkart and the company website.

- Coordinate regarding orders, deliveries, returns, replacements and refunds.

- Track customer complaints until proper closure.

- Maintain accurate records of complaints, replacements and service requests.

- Monitor customer feedback/reviews and highlight recurring issues to management.

Service Coordination

- Register service complaints and coordinate with authorised service partners/technicians.

- Coordinate product pickup and delivery wherever required.

- Follow up on pending service cases and ensure timely resolution.

- Maintain service and complaint records.

Reception & Office Coordination

- Attend incoming calls and welcome visitors/customers professionally.

- Manage basic office communication and documentation.

- Coordinate courier, pickup and delivery activities.

- Assist the management/operations team with basic administrative tasks when required.

Skills Required

- Good communication skills in English and Hindi; Marathi will be an advantage.

- Basic computer knowledge and good typing skills.

- Comfortable using WhatsApp, email and Excel/Google Sheets.

- Ability to learn marketplace portals such as Amazon and Flipkart.

- Good listening and problem-solving skills.

- Patient and polite while dealing with customers.

- Ability to handle multiple customer queries and follow-ups.

- Strong sense of responsibility and ownership.

Preferred Candidate

- Experience in customer service, e-commerce support, receptionist, telecalling or service coordination will be preferred.

- Freshers with good communication skills and a willingness to learn can also apply.

- Candidates who have worked with Amazon/Flipkart seller accounts or e-commerce businesses will have an added advantage.

Key Performance Expectations

- Customer queries should be responded to promptly.

- Complaints should be properly recorded and followed up until closure.

- Minimal pending/unattended customer complaints.

- Accurate handling of returns, replacements and service requests.

- Professional customer communication.

- Good coordination with warehouse, courier and service teams.

Important

This is a customer-facing role, so the candidate should be comfortable speaking with customers, handling complaints calmly and taking ownership of issues until they are resolved.