Job description: Customer Support Specialist (D2C Experience and Excellent Communication Skills Mandatory)

Location: Okhla, South Delhi | Onsite

Experience Required: 2+ Years

Employment Type: Full-Time

Package: Upto 35K

Work mode: Onsite, 6 days a week

About the Role:

We are looking for a proactive and customer-focused Customer Support Specialist to join our growing D2C brand. The ideal candidate should have exceptional communication skills, prior experience in handling customer interactions across multiple platforms, and a proven track record in cross-selling and upselling.

You will be the voice of our brand ensuring smooth communication, timely resolutions, and an excellent customer experience across all touchpoints.

Key Responsibilities:

Customer Communication: Respond promptly to customer queries via Instagram, WhatsApp, and email with professionalism and empathy.
Issue Resolution: Handle and resolve customer complaints effectively by coordinating with internal teams for quick turnarounds.
Order Management: Provide regular updates on orders, handle delays, RTOs (Return to Origin), and maintain customer trust.
Escalation Handling: Identify and escalate repeat complaints or process gaps to management for improvement.
Product Feedback: Collect and share customer feedback with the relevant teams to support product enhancement.
Cart Recovery: Execute proactive outreach to recover abandoned carts and convert potential leads into sales.
Cross-Selling & Upselling: Recommend complementary or upgraded products to enhance customer satisfaction and order value.
Documentation: Maintain accurate logs of all customer interactions, resolutions, and follow-ups in CRM tools.

Key Performance Indicators (KPIs):

Customer Query Resolution Efficiency
Escalation Management Success Rate
Abandoned Cart Conversion Rate
Cross-Sell & Upsell Performance
Process Improvement Contributions
New Joiner Training & Support

Required Skills & Qualifications:

24 years of customer support experience in a D2C (Direct-to-Consumer) company (mandatory).
Excellent communication skills written and verbal (English & Hindi preferred).
Proven track record in cross-selling and upselling.
Familiarity with CRM tools, ticketing systems, and WhatsApp/Instagram business handling.
Strong problem-solving, coordination, and multitasking abilities.
Comfortable with a 6-day working schedule and fast-paced environment.

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