Senior Customer Support Executive

Company Description Bakeworld Retails Pvt Ltd is the parent company of HomeBakers Mart, a leading provider of baking supplies in India serving home bakers, professional chefs, and bakery businesses. Operating from Bhilwara, Udaipur, and Chittorgarh, the company offers a diverse catalog of over 8,000 baking ingredients, tools, decorations, and accessories. With pan-India shipping, Bakeworld Retails ensures reliable access to quality baking products across the country. The HomeBakers Mart app, available on Android and iOS with more than 25,000 installations, enhances customer convenience and digital engagement. The company continues to expand its footprint in the Indian baking industry through strong product variety and service-focused operations.

Role Description The Senior Customer Support Executive role is a full-time, on-site position based in Bhilwara, rajasthan. This role involves handling customer inquiries across phone, email, and online platforms, resolving issues related to orders, deliveries, product usage, and returns. The individual will monitor customer satisfaction, escalate complex cases when necessary, and coordinate with operations, sales, and technical teams to ensure timely resolutions. Daily responsibilities include maintaining support documentation, updating customer records, tracking tickets, and suggesting improvements to support processes and customer experience. The role also requires mentoring junior support team members, adhering to company policies, and contributing to service quality targets.

Qualifications

• Candidates should possess strong Customer Support and Customer Service skills for managing inquiries and resolving issues effectively.
• Candidates should possess Customer Satisfaction skills, including the ability to handle feedback, complaints, and follow-ups to ensure positive experiences.
• Candidates should possess Online Support skills for managing chats, emails, app-based queries, and other digital communication channels.
• Candidates should possess Technical Support skills to troubleshoot basic app, website, and order-related issues and coordinate with technical teams when needed.
• Excellent verbal and written communication skills in English and local languages, with a professional and empathetic approach.
• Prior experience in customer support or service roles, preferably in retail, e-commerce, or FMCG environments.
• Strong problem-solving, time management, and multitasking abilities, with attention to detail and accuracy in documentation.
• Comfort with using CRM tools, ticketing systems, and standard office software; ability to learn new systems quickly.
• Ability to work on-site in Udaipur and collaborate with cross-functional teams; willingness to work rotational shifts if required.
• Graduate degree or equivalent qualification in any discipline; additional training in customer service or communication is an advantage.