Customer Support Executive

Responsibilities

• Handle customer complaints related to store service, staff behavior, product availability, billing, and in-store experience.
• Investigate the root cause of store-related complaints by coordinating with the concerned store.
• Ensure complaints are addressed and resolved within the expected timeline.
• Receive, understand, and categorize store complaints and escalations.
• Prioritize issues based on urgency and business impact.
• Escalate complex or critical issues to the appropriate team or store management.
• Track escalations until complete resolution and closure.
• Coordinate with store managers and staff to understand and resolve customer complaints.
• Follow up with stores on pending or repeated complaints.
• Ensure corrective action is taken at the store level where required.
• Coordinate with Operations, Pharmacy, Delivery, Finance, Business Development, and other relevant teams as needed.
• Ensure escalations are directed to the appropriate team for resolution.
• Follow up internally on pending issues and maintain ownership until closure.
• Communicate with customers through calls, WhatsApp, email, chat, and other support channels regarding their complaints.
• Provide clear, accurate, and timely updates on complaint status.
• Maintain a professional and empathetic approach during all interactions.
• Maintain accurate records of store complaints and escalations.
• Update CRM/ticketing systems with complaint details and resolution status.
• Monitor pending and escalated cases.
• Identify recurring store-level issues and share insights with the relevant teams.

Requirements

• 1 4 years of experience in Customer Support, Customer Experience, BPO, Healthcare, Pharmacy, Retail, E-commerce, or a similar role.
• Looking for an energetic and soft-spoken candidate who can handle customer complaints and escalations professionally while following the required support guidelines and processes.
• Strong communication skills in Hindi is mandatory; proficiency in English and Tamil is also required. Knowledge of any additional language will be an advantage.
• Ability to understand complaints clearly and coordinate for the right resolution without miscommunication.
• Should be comfortable handling calls, WhatsApp, email, and other support channels.
• Good coordination and follow-up skills to work effectively with stores, internal teams, and business partners.
• Should be based in Coimbatore or willing to relocate to Coimbatore.
• Interested candidates can share their CVs.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.