Customer Support Executive

Customer Support Executive Blended Role (Voice + Non-Voice)

Location: HSR Layout, Bangalore (Work from Office)

Working Days: 6 days/week

Experience Required: Minimum 2+ years

About Eternz

Eternz is a meticulously curated platform transforming how India discovers, shops, and experiences jewelry online. We've partnered with visionary designers and premium brands to bring high-quality, trendsetting jewelry to customers across the country. Backed by a founder with over 9 years in e-commerce and a strong product-marketing background, we're building a differentiated discovery-led platform for modern jewelry consumers.

Role Overview

We're looking for a passionate and experienced Customer Support Executive who thrives in a fast-paced startup environment. This is a full-time, on-site role focused on delivering delightful customer experiences across Live Chat, Email, and Calls (Inbound & Outbound).

You'll play a critical role in addressing customer queries, resolving issues, and managing escalations while embodying the voice of the brand across every interaction.

Key Responsibilities

Handle customer interactions via live chat, email, phone calls (inbound & outbound), and social media.

Resolve product-related and order-related concerns with empathy and efficiency.

Manage and de-escalate customer issues with patience and professionalism.

Collaborate with internal teams to drive faster resolutions and close the loop with customers.

Maintain detailed records of customer interactions using Freshdesk (or similar tools).

Suggest process improvements based on recurring queries or pain points.

What We're Looking For

Minimum 2 years of experience in a blended customer support role (chat, email, voice).

Fluency in Hindi and English is mandatory. Proficiency in South Indian languages is a plus.

Excellent verbal and written communication skills.

Strong problem-solving skills with a customer-first mindset.

Prior experience in D2C/e-commerce brands is preferred.

Ability to thrive in a fast-paced, startup environment and work across multiple communication channels.

Bonus if you have

Experience handling customer escalations.

Familiarity with jewelry or fashion retail industry.

Comfort with tools like Freshdesk, Google Sheets, or CRM platforms.

Why Join Us

Work directly with the founding team and make a visible impact.

Help shape a new-age jewelry brand from the ground up.

A team that believes in hands-on problem-solving and rapid execution.

Passionate, hardworking, and customer-obsessed work culture.

Website: www.eternz.com