Female - Urgent Requirement For Customer Support Executive

Job Description - Customer Support Executive

Company: Sharas Venture Private Limited (Graciss Menstrual Care)

Location: Coimbatore, Tamil Nadu

Department: Customer Support

Reports To: Customer Support Manager / Operations Manager

About the Role

We are looking for a customer-focused and enthusiastic Customer Support Executive to deliver exceptional service to our customers across phone, email, WhatsApp, website, and e-commerce platforms. The ideal candidate will handle customer inquiries, resolve complaints, process orders, and ensure a seamless customer experience while maintaining high service standards.

Key Responsibilities

Customer Support

Respond to customer inquiries through phone, email, WhatsApp, website chat, and social media.

Provide accurate product information and usage guidance.

Resolve customer complaints promptly and professionally.

Escalate complex issues to the appropriate department.

Maintain high customer satisfaction through timely support.

Order Management

Process customer orders received through the website, WhatsApp, and marketplaces.

Track shipments and provide delivery updates.

Coordinate with logistics partners for dispatch and delivery.

Handle order modifications, cancellations, returns, exchanges, and refunds.

E-commerce Support

Support customers purchasing through Shopify, Amazon, Flipkart, Meesho, and other online platforms.

Monitor order status and ensure timely fulfillment.

Coordinate with warehouse and dispatch teams to resolve order-related issues.

Customer Relationship Management

Maintain accurate customer records in the CRM system.

Follow up with customers to ensure issue resolution.

Build long-term customer relationships and encourage repeat purchases.

Collect customer feedback and share improvement suggestions with management.

Sales Support

Assist customers in selecting suitable products.

Promote ongoing offers, subscriptions, and combo packs.

Support upselling and cross-selling opportunities.

Coordinate with the sales team for bulk and distributor inquiries.

Documentation & Reporting

Maintain records of customer interactions and complaints.

Prepare daily and monthly customer support reports.

Track complaint resolution time and customer satisfaction metrics.

Ensure all customer information is accurately updated.

Qualifications

Bachelor's Degree in any discipline (BBA, , BA, , BCA, or equivalent).

1-3 years of experience in Customer Support, Customer Service, Call Centre, E-commerce Support, or FMCG.

Fresh graduates with excellent communication skills may also apply.

Required Skills

Technical Skills

Customer Relationship Management (CRM)

Shopify Order Management

E-commerce Support

Microsoft Excel

Microsoft Word

Google Workspace

Data Entry & Documentation

WhatsApp Business

Email Management

Soft Skills

Excellent Communication Skills

Active Listening

Customer-Centric Approach

Problem Solving

Complaint Resolution

Patience & Empathy

Time Management

Multitasking

Attention to Detail

Teamwork & Coordination

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT) Score

First Response Time (FRT)

Average Resolution Time (ART)

Number of Customer Queries Resolved

Order Processing Accuracy

Return & Refund Resolution Time

Customer Retention Rate

Positive Customer Feedback

CRM Data Accuracy

Upselling & Cross-selling Performance

Salary

₹18,000 - ₹25,000 per month (Based on experience and qualifications)

Employment Details

Employment Type: Full-Time

Experience: 1-3 Years

Industry: FMCG / Manufacturing / Consumer Goods / E-commerce

Work Location: Coimbatore, Tamil Nadu

• Experience

  2 - 3 Years

• No. of Openings

  1

• Education

  Graduate (B.A, B.C.A, B.B.A, B.Sc)

• Role

  Customer Support Executive

• Industry Type

  FMCG / Retail

• Gender

  Female

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face Interview Location

  PAPPAMPATTI ROAD