Customer Support Executive

Job Objective

https://crayonlyf.com

The Customer Support Officer will be responsible for handling customer queries, resolving app-related issues, assisting customers with orders and payments, supporting vendor-related requests, and ensuring timely resolution of complaints.

The candidate will serve as a key point of contact between customers, vendors, and internal teams to maintain customer satisfaction and build trust in the brand.

Key Responsibilities

1. Customer Support & Query Resolution

• Respond to customer queries through phone calls, email, WhatsApp, chat, and other designated support channels.
• Assist parents and users with app registration, login, profile management, navigation, and general feature-related queries.
• Provide accurate information about the parenting app, its features, services, and available resources.
• Understand customer concerns and provide timely, professional, and helpful resolutions.
• Escalate technical issues, complaints, and complex cases to the appropriate internal team.
• Maintain a polite, empathetic, and customer-friendly approach in every interaction.

2. E-commerce Customer Support

• Assist customers with product enquiries, order placement, order status, delivery updates, cancellations, returns, refunds, and replacement requests.
• Coordinate with vendors, logistics partners, and internal operations teams to resolve order-related issues.
• Help customers understand product information, pricing, availability, and applicable policies.
• Track complaints and follow up until the issue is resolved.
• Support customers with payment-related queries and coordinate with the relevant team when transactions require investigation.
• Ensure customers receive clear updates regarding their requests and complaints.

3. Vendor Support & Coordination

• Assist onboarded vendors with registration, account access, product listings, catalogue updates, and general platform-related queries.
• Guide vendors through the onboarding process and help them understand marketplace procedures.
• Coordinate with vendors to resolve product availability, order fulfilment, and customer complaint issues.
• Follow up on pending vendor requests and ensure timely communication.
• Maintain professional relationships with vendors to improve their experience on the platform.

4. Complaint Management & Customer Satisfaction

• Record, categorise, prioritise, and track customer complaints.
• Follow defined response and resolution timelines.
• Maintain a record of recurring customer issues and recommend improvements to the support process.
• Collect customer feedback and share suggestions for improving the app and shopping experience.
• Proactively follow up on unresolved cases to ensure customer satisfaction.
• Handle sensitive customer information responsibly and follow company privacy and data protection policies.

5. Reporting & Coordination

• Maintain accurate records of customer interactions, complaints, resolutions, and escalations in the designated CRM or tracking system.
• Prepare daily, weekly, and monthly customer support reports.
• Coordinate with development, sales, marketing, operations, and vendor management teams.
• Identify recurring technical or operational problems and report them to the appropriate team.
• Assist in creating FAQs, standard responses, support guides, and knowledge-base articles.

Required Skills & Qualifications

• Graduate in any discipline; candidates with customer service, business administration, or communication backgrounds will be preferred.
• 03 years of experience in customer support, customer service, e-commerce operations, or a similar role.
• Freshers with excellent communication skills and a willingness to learn may also apply.
• Good verbal and written communication skills in English, Hindi, and Bengali.
• Strong listening, problem-solving, interpersonal, and customer-handling skills.
• Basic understanding of mobile applications, websites, e-commerce platforms, and online payments.
• Familiarity with email, WhatsApp Business, MS Excel, Google Sheets, and CRM or ticketing tools.
• Ability to manage multiple customer requests while maintaining accuracy and professionalism.
• Patient, empathetic, organised, and comfortable working in a fast-paced startup environment.

Key Performance Indicators (KPIs)

Performance will be assessed against the following metrics:

• Average first-response time.
• Average complaint resolution time.
• Customer satisfaction score (CSAT).
• First-contact resolution rate.
• Number of customer queries resolved within the defined SLA.
• Accuracy of customer records and support documentation.
• Quality of communication and customer feedback.
• Effectiveness of vendor coordination and issue resolution.
• Number of pending and overdue support tickets.