Customer Support Specialist

KISAH APPARELS PVT LTD

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 consumers—while staying simple, comfortable, and affordable.

Customer Service Executive

• 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 (minimum 12th pass may be considered based on experience)
• 1–3 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