About Craft & Glory
Craft & Glory is a premium and rapidly growing D2C brand committed to delivering exceptional handcrafted products and customer experiences. As we continue to expand, we are looking for a dedicated and customer-focused Customer Support Executive to join our growing team.
The ideal candidate should possess strong communication skills, a solution-oriented mindset, and prior experience in handling customer interactions within an E-commerce or D2C environment. This role offers an excellent opportunity to work closely with customers and contribute directly to brand loyalty and customer satisfaction.
Key Responsibilities
- Manage customer interactions across multiple channels, including Calls, Emails, Live Chat, WhatsApp, and Social Media platforms.
- Provide accurate, timely, and professional assistance regarding products, orders, shipping, returns, exchanges, and company policies.
- Handle customer concerns, complaints, and escalations with empathy and professionalism.
- Maintain detailed and accurate records of customer interactions and resolutions.
- Coordinate with internal teams including Operations, Logistics, Production, and Warehouse departments to ensure timely issue resolution.
- Follow up proactively with customers to ensure complete resolution and a positive customer experience.
- Meet defined service quality standards and response time commitments.
- Identify recurring customer issues and provide constructive feedback to improve processes and customer satisfaction.
- Contribute towards maintaining a seamless and consistent customer journey across all touchpoints.
Desired Candidate Profile
- Bachelor's Degree in any discipline.
- 1–3(Max) years of experience in Customer Support, Customer Service, Customer Success, or Client Support roles.
- Prior experience in E-commerce, D2C, Retail, or Online Consumer Brands will be highly preferred.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship management abilities.
- Basic proficiency in MS Office, Google Workspace, CRM tools, and email management.
- Strong problem-solving and conflict-resolution skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Customer-centric mindset with a passion for delivering exceptional service.
- Immediate joiners or candidates with a short notice period will be preferred.
What We Offer
- Opportunity to work with one of India's growing premium D2C brands.
- Exposure to customer experience, operations, and brand management.
- Collaborative and growth-oriented work culture.
- Continuous learning and professional development opportunities.
- Career advancement based on performance and contribution.
- Competitive compensation and a rewarding work environment.
