Customer Support Executive

About the role

We are looking for a Customer Support Executive who can handle customer queries, follow-ups, order-related concerns and ensure a smooth customer experience. The ideal candidate should have excellent communication skills, be patient with customers and have strong coordination and problem-solving abilities.

Key Responsibilities

• Handle customer queries through calls, WhatsApp, Instagram and email.
• Respond to customer inquiries and provide accurate information about products, orders and delivery timelines.
• Manage customer follow-ups and ensure no inquiry is missed.
• Track order status and coordinate with internal teams for timely updates.
• Handle customer complaints, concerns and escalations professionally.
• Coordinate with Sales, Production, Dispatch and other teams to resolve customer issues.
• Maintain accurate customer information, inquiry records and follow-up details in the CRM.
• Provide after-sales support and ensure a positive customer experience.
• Identify opportunities to assist the sales team with lead follow-ups and conversions.
• Maintain a professional and customer-friendly approach in all interactions.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer handling and relationship management skills.
• Good follow-up and coordination skills.
• Strong problem-solving and decision-making ability.
• Patient, polite and professional approach towards customers.
• Ability to handle multiple customer conversations simultaneously.
• Basic knowledge of CRM and MS Excel.
• Comfortable using WhatsApp Business, email and social media platforms.
• Ability to work effectively with different internal teams.

Preferred skills

• Experience in Customer Support, Customer Service, Client Servicing or Customer Success.
• Experience in Fashion, Textile, Apparel, Retail or E-commerce will be an advantage.
• Experience handling orders, complaints and after-sales support is preferred.

Languages

English and Hindi required. Gujarati will be an added advantage.

Who we are looking for

Someone who genuinely enjoys helping customers, solving problems and building positive customer relationships, while ensuring every customer receives a smooth and professional experience with Fabric Pandit.