Customer Support Executive

About PROTOUCH

PROTOUCH is India's leading beauty-tech brand, redefining personal care with premium, high-performance, technology-driven devices. From hair care to skincare, we create professional-grade tools designed to deliver a premium, salon-like experience at home.

Guided by innovation and science-backed solutions, PROTOUCH is committed to making beauty routines smarter, safer, and effortlessly elevated.

Website: www.protouchskin.com

About the Role

We are looking for a customer-focused and proactive Customer Support Executive to manage customer queries, resolve complaints, and ensure a smooth and positive customer experience across various communication channels.

The ideal candidate should have excellent communication skills, a problem-solving mindset, and the ability to handle customer concerns professionally while maintaining high standards of customer satisfaction.

Key Responsibilities

Customer Support & Query Management

Handle customer queries through calls, emails, WhatsApp, chat, and other communication channels.

Provide accurate information about products, orders, delivery timelines, returns, replacements, and warranties.

Resolve customer concerns promptly and professionally.

Maintain a polite, helpful, and customer-first approach in all interactions.

Order & After-Sales Support

Assist customers with order tracking, cancellations, returns, refunds, and replacement requests.

Coordinate with the warehouse, logistics, and ecommerce teams to resolve order-related issues.

Support customers with product usage, troubleshooting, and warranty-related queries.

Follow up on pending cases to ensure timely resolution and customer satisfaction.

Complaint Resolution & Escalation

Identify customer issues and provide appropriate solutions within defined timelines.

Escalate complex complaints, technical issues, and unresolved cases to the relevant teams.

Maintain proper records of complaints, resolutions, and customer feedback.

Ensure consistent follow-ups until customer concerns are addressed.

Customer Experience & Satisfaction

Focus on improving customer satisfaction and delivering a positive brand experience.

Collect customer feedback and identify recurring issues or improvement opportunities.

Maintain professional communication while handling difficult or dissatisfied customers.

Support initiatives aimed at improving customer retention and loyalty.

Documentation & Reporting

Maintain accurate records of customer interactions, complaints, returns, and resolutions.

Update customer support systems, CRM tools, and order management platforms.

Prepare reports on customer queries, complaint trends, resolution time, and recurring issues.

Coordinate with internal teams to improve support processes and service quality.

What We're Looking For

1–3 years of experience in customer support, customer service, or a similar role.

Excellent verbal and written communication skills.

Strong problem-solving, listening, and interpersonal skills.

Ability to handle customer complaints calmly and professionally.

Basic understanding of ecommerce operations, order management, returns, and refunds.

Familiarity with CRM tools, customer support platforms, and MS Excel or Google Sheets is preferred.

Ability to multitask, prioritize queries, and meet response and resolution timelines.

A customer-first mindset with strong attention to detail.

Experience in D2C, ecommerce, retail, consumer electronics, personal care, or beauty brands is preferred.

Why Join PROTOUCH

Be part of a fast-growing D2C beauty-tech brand.

Contribute directly to customer satisfaction and brand loyalty.

Work closely with ecommerce, warehouse, logistics, and marketing teams.

Gain opportunities to develop customer service and ecommerce expertise.

Job Details

Location: Ahmedabad, Gujarat

Work Mode: On-site

Employment Type: Full-time

Experience: 1–3 years

Industry: D2C / Ecommerce / Consumer Electronics / Personal Care / Beauty-Tech

Apply Now

Interested candidates can share their updated resume at [Confidential Information].