Job Description
Customer Support Executive — Voice, Email & Chat
SOLARA (Win The Buy Box Private Limited) · Hyderabad · On-site · Full-time
About SOLARA
SOLARA is a fast-growing D2C consumer brand in home, kitchen and lifestyle appliances. We sell across our own website, Amazon, Flipkart, Blinkit, Zepto and modern retail — which means our customers reach us from a dozen different directions, at every stage from which model should I buy to my order is two days late to the unit stopped working in month five.
We are building a customer service team that is known for actually solving problems — not for politely acknowledging them.
The role
You are the person a customer talks to when something matters to them. You will handle inbound and outbound calls, emails, chats and marketplace messages — and you will own each issue from first contact until the customer is genuinely satisfied, not until it's been passed to someone else.
Ownership is the job. If resolving a case needs the warehouse to check a bin, the courier to re-attempt, the service partner to schedule a visit, or finance to release a refund — chasing all of that is your work, not the customer's.
What you'll do:
Handle customer queries across calls, email, chat and marketplace/social channels with speed and accuracy
Take end-to-end ownership of every ticket you touch: diagnose, coordinate internally, follow up, and close the loop with the customer
Resolve order, delivery, RTO, return, replacement, refund and warranty issues — coordinating with warehouse, logistics partners, service partners and finance
Troubleshoot basic product issues over call/chat and guide customers to a working outcome
Proactively update customers on delayed, stuck or exception orders before they have to ask
De-escalate upset customers with patience and clarity; escalate the genuinely serious ones early and with full context
Log every interaction accurately — clean records are how we spot patterns, not just close tickets
Flag recurring complaints, product defects and process gaps to the CS Manager with specifics
Protect our ratings and reviews across marketplaces through fast, fair resolutions
What we're looking for:
1–3 years in customer service — D2C, e-commerce, retail, BPO or contact-centre background preferred [adjust for the level you're hiring]
Fluent in English, Hindi and Telugu (spoken); clear, correct written English for email and chat
Genuinely good on the phone — calm, warm, and able to hold a difficult conversation without going defensive
Comfortable with helpdesk/CRM tools, Excel/Google Sheets, and learning internal systems (we run our operations on ERPNext)
Organised enough to track 30+ open cases without letting any of them go quiet
Willing to work in shifts, including weekend rotations — our customers shop 7 days a week
Graduate in any discipline
You'll do well here if you treat I'll check and get back to you as a promise with a deadline
You'd rather call the courier yourself than send the customer their tracking link again
Being told that's not my department annoys you as much as it annoys the customer
What we offer:
A CS team of 15 and growing, with direct access to founders — issues get decided quickly here
Real ownership over process improvements, not just a script
Health insurance and standard statutory benefits
