Role Overview
As a Customer Support Executive, you will be the voice of Luxury Personified LLP for our valued customers. You will play a key role in ensuring a smooth customer experience by handling:
- Voice Support (Outbound Calls)
- Chat Support (Real-time Assistance)
- Email Support (Written Communication & Resolution)
This role is an excellent entry point for individuals aspiring to build careers in customer service, client management, and luxury retail support.
Key Responsibilities
Voice Process (Outbound Calls)
- Serve as the first point of contact for customers, addressing queries with professionalism and empathy.
- Make outbound calls for service follow-ups and appointment scheduling.
- Deliver personalized support to HNI and Super HNI clients, following approved scripts.
- Effectively handle escalations, resolve complaints, and ensure customer satisfaction through calm, solution-focused conversations.
- Demonstrate telephone etiquette, active listening, and patience while managing both routine and complex issues.
- Maintain a polite, professional, and confident tone that aligns with the brand's premium positioning.
- Accurately log call details and customer interactions in the system for record-keeping and future reference.
- Follow SOPs diligently and consistently.
- Ensure 100% of calls in queue are addressed within 1 day.
- Ensure 100% of assigned tasks are actioned within 1 day.
Chat Process
- Respond promptly to customer queries on live chat platforms.
- Assist customers with product information and troubleshooting.
- Manage multiple chat conversations simultaneously with accuracy and deftness.
- Ensure a smooth and engaging digital experience for customers.
Email Support
- Draft professional, clear, and grammatically correct responses to customer emails.
- Resolve product-related, service-related, and order-related concerns in writing.
- Maintain accurate records of interactions for audit and reference.
- Follow defined SOPs while ensuring personalized communication.
What We are Looking For (Eligibility & Skills)
- Education: Fresh graduates / final year students from any discipline (B.A., B.Com, BBA, B.Sc., B.Tech, etc.).
- Experience: 0–3 year (Freshers are welcome).
- Communication Skills: Excellent verbal and written English (Hindi proficiency will be an added advantage).
- Soft Skills: Active listening, patience, empathy, and problem-solving abilities.
- Tech Skills: Basic knowledge of MS Office, email drafting, and comfort with digital tools.
- Ability to work in a team-oriented, target-driven collaborative environment.
- Flexibility to work in shifts (if required, depending on business needs).
Why Join Us
- Opportunity to represent global luxury & premium brands and interact with HNI customers.
- Structured training program for freshers to build communication and customer service skills.
- Career growth opportunities across sales, marketing, and client servicing functions.
- Dynamic and youthful workplace culture.
