Customer Support Specialist

Company: BathStory (Homease Technologies Pvt Ltd)

Location: Koramangala, Bangalore | Work from Office

Experience: 3–5 years

Salary: 35,000–50,000 per month (4.2–6 LPA gross)

BathStory is a digital-first bath fittings brand focused on making bathroom upgrades simpler and more reliable. We specialise in products such as shower partitions and offer customers a seamless experience from purchase to installation.

We are looking for an experienced, customer-focused professional to manage customer communication, delivery and installation updates, and service-related complaints. The ideal candidate will take ownership of customer issues, coordinate with internal teams, and ensure timely resolution.

Customer Communication

• Handle customer queries through phone, WhatsApp, email, website chat, and social media.
• Keep customers informed about order status, delivery schedules, installation timelines, and service updates.
• Proactively communicate delays and manage customer expectations.

Complaint Resolution

• Handle complaints related to delivery, installation, product concerns, and post-installation service.
• Coordinate with Sales and Operations to resolve issues within agreed timelines.
• Follow up with internal teams and keep customers updated until closure.
• Escalate critical or recurring issues to the appropriate manager.

Coordination and Process Improvement

• Track pending actions and customer commitments to ensure timely follow-ups.
• Maintain accurate records of customer interactions, complaints, and resolutions in company systems.
• Identify recurring customer issues and recommend improvements to prevent them.

• Customer response time.
• Complaint resolution time and pending cases.
• Customer satisfaction and feedback.
• Timely follow-ups and accurate system updates.
• Reduction in repeat complaints caused by communication gaps.

• 3–5 years of experience in customer support, customer experience, service coordination, or complaint resolution.
• Experience handling retail customers; experience in D2C, e-commerce, interiors, home improvement, or installation-led businesses is preferred.
• Excellent communication, coordination, and problem-solving skills.
• Strong follow-up discipline and