Job Description – Customer Support Executive

Position: Customer Support Executive
Department: Customer Service
Reporting To: Customer Support Manager
Location: Andheri (East) – Head Office

Job Summary

We are looking for a proactive and customer-focused Customer Support Executive to manage customer inquiries, process orders, resolve complaints, and ensure a seamless customer experience. The ideal candidate will coordinate with the sales, production, dispatch, and logistics teams to ensure timely delivery and a high level of customer satisfaction.

Key Responsibilities

Respond to customer inquiries via phone, email, WhatsApp, and other communication channels.
Process customer orders accurately and coordinate with the production and dispatch teams.
Track order status and provide timely updates to customers.
Handle customer complaints, returns, replacements, and warranty-related issues professionally.
Coordinate with logistics partners to ensure timely delivery of products.
Maintain customer records, order details, and communication history in the ERP/CRM system.
Follow up with customers regarding pending orders, payments, and feedback.
Prepare quotations, order confirmations, invoices, and shipping documents when required.
Collaborate with sales, warehouse, and quality teams to resolve customer concerns.
Support key accounts by ensuring smooth order execution and after-sales service.
Generate periodic reports on customer complaints, order status, and service performance.
Build long-term customer relationships through excellent service and prompt communication.

Required Qualifications

Bachelor's degree in Commerce, Business Administration, or a related field.
2–4 years of experience in customer service, preferably in the bag, luggage, leather goods, textile, or manufacturing industry.

Required Skills

Excellent verbal and written communication skills.
Strong customer handling and problem-solving abilities.
Good knowledge of MS Excel, MS Word, and email communication.
Familiarity with CRM software is preferred.
Ability to multitask and work under pressure.
Strong organizational and coordination skills.
Attention to detail and accuracy in documentation.
Positive attitude with a customer-first approach.

Customer Support Executive (Voice) - Andheri East

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