Customer Support Specialist

Location: Mumbai, Andheri East MIDC

Experience: 13 years

Foxtale is looking for a CRM Executive to manage customer conversations across chat, WhatsApp & email. This person will handle customer queries, order issues, recommendations, feedback and drive exceptional post-purchase customer experience.

Customer Interaction & Query Handling

• Respond to customer queries across chat, WhatsApp, email & ticketing systems.
• Assist customers with product recommendations, usage guidance & order status.
• Maintain Foxtale brand tone and language in every conversation.

Issue Management

• Resolve order, replacement, shipping and refund queries.
• Coordinate with operations, supply chain & warehouse teams for resolution.
• Ensure quick TAT while maintaining empathy and accuracy.

Data & CRM Processes

• Maintain conversation records and CRM dashboards.
• Share customer feedback and insights with business & product team.
• Track SLAs, ticket ageing, repeat queries, NPS and CSAT metrics.

Brand Representation

• Ensure every customer interaction strengthens brand trust.
• Maintain professionalism, respect and customer-first attitude.

• 13 years experience in CRM / customer support (D2C/E-commerce preferred).
• Excellent written English (WhatsApp + email response tone).
• Strong problem-solving & communication skills.
• Basic Excel, CRM tools, ticketing systems experience preferred.
• Beauty / skincare interest is a plus.

Apply at [Confidential Information]