Customer Support Executive

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Experience: 1+ yrs

Location: Delhi, India

We are looking for a customer-focused and empathetic Customer Support Executive to deliver an exceptional support experience for premium customers. The ideal candidate will be skilled at handling customer complaints, resolving concerns effectively, and turning challenging interactions into positive customer experiences.

This role requires excellent communication skills, patience, problem-solving abilities, and a strong sense of ownership. You will play an important role in strengthening customer relationships, building trust, and encouraging repeat purchases through responsive, thoughtful, and reliable support.

Key Responsibilities

• Respond to customer concerns, complaints, and support requests with empathy, professionalism, and a solution-oriented approach.
• Listen actively to dissatisfied customers, understand their expectations, and identify the root cause of their concerns.
• Take ownership of customer issues and ensure timely follow-up until a satisfactory resolution is achieved.
• Communicate clearly and professionally with customers through relevant support channels.
• Handle difficult conversations patiently while maintaining a positive and customer-first approach.
• Provide accurate information, practical solutions, and appropriate guidance to address customer needs.
• Escalate complex or unresolved issues to the relevant teams while maintaining accountability for follow-through.
• Identify recurring complaints, customer pain points, and service gaps.
• Share customer feedback and actionable insights with Marketing and other relevant teams to improve campaigns, messaging, and customer experience.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions.
• Identify opportunities to improve support processes and reduce repeated customer issues.
• Build customer confidence and strengthen long-term relationships through consistent, dependable service.
• Contribute to customer retention, repeat purchases, and overall customer satisfaction.

What Makes You a Great Fit

• 1+ year of experience in customer support, customer service, complaint handling, or a related role.
• Excellent spoken and written English with strong communication and interpersonal skills.
• Strong empathy, patience, and the ability to understand different customer perspectives.
• Proven ability to handle dissatisfied customers and resolve complaints professionally.
• A calm, composed, and solution-oriented approach when managing challenging conversations.
• Strong ownership and follow-through, with a commitment to resolving issues rather than simply responding to them.
• Good listening, problem-solving, and decision-making skills.
• Ability to communicate customer concerns clearly and collaborate with internal teams.
• Strong attention to detail and the ability to maintain accurate support records.
• A proactive mindset with an interest in improving customer satisfaction and service quality.
• Experience supporting customers for a direct-to-consumer (D2C) brand or consumer-focused business is an advantage.
• Experience converting customer feedback into actionable insights for marketing or business improvement is desirable.
• Willingness to work in-office at Okhla Phase 1, Delhi, in a customer-focused and fast-paced environment.