Customer Support Executive

About Us:

Kisah is a fast-growing men's fashion brand redefining occasion-wear for Next-Gen and Gen Z consumers. Born digital, Kisah is now scaling as an omnichannel brand with presence across e-commerce, D2C, offline retail, both in India and globally. Our edge lies in bold, unique, and fashion-forward designs that reflect the evolving tastes of young consumerswhile staying simple, comfortable, and affordable.

Customer Support Executive

Role Overview

The Customer Support Executive is responsible for handling customer queries, concerns, and complaints across various communication channels while ensuring a positive customer experience and timely resolution.

Job Description:

• Deliver end-to-end customer support by interacting with customers via chat, phone, and email, ensuring a seamless and positive experience.
• Coordinate effectively with cross-functional teams (operations, logistics, tech, finance, etc.) to provide accurate and timely resolutions.
• Consistently maintain and improve FRT (First Response Time), CSAT, and AHT metrics in line with organizational benchmarks.
• Demonstrate strong verbal and written communication skills while handling diverse customer queries, concerns, and escalations.
• Exhibit self-motivation and proactiveness by analyzing individual performance data and conducting regular self-evaluations to drive continuous improvement.
• Show flexibility and efficiency in handling additional responsibilities or ad-hoc tasks as assigned.
• Ensure strict adherence to company policies, including attendance, leave, shift schedules, and compliance guidelines.
• Identify recurring issues and suggest process improvements or automation opportunities to enhance customer experience and operational efficiency.
• Maintain accurate documentation and ticket updates in CRM/tools for transparency and audit readiness.
• Actively contribute ideas and initiatives that support team performance, customer satisfaction, and overall business growth.

Required Skills and Qualifications

• Graduate in any discipline
• 03 years of experience in customer support / customer service (e-commerce experience preferred)

Skills

Strong verbal and written communication skills

Good listening and problem-solving abilities

Customer-centric attitude with patience and empathy

Ability to handle customer queries, complaints, and follow-ups efficiently

. Basic computer knowledge and familiarity with CRM tools is an added advantage

Comfortable handling calls, emails, chats, and support tickets

Basic understanding of order processing, returns, refunds, and escalations (for e-commerce roles)

Ability to work in shifts and under pressure

Good time management and multitasking skills

Team player with a positive and professional approach

CTC: 2.5-3.5LPA +Incentives