Job description: Customer Support Specialist (D2C Experience and Excellent Communication Skills Mandatory)
Location: Okhla, South Delhi | Onsite
Experience Required: 2+ Years
Employment Type: Full-Time
Package: Upto 35K
Work mode: Onsite, 6 days a week
About the Role:
We are looking for a proactive and customer-focused Customer Support Specialist to join our growing D2C brand. The ideal candidate should have exceptional communication skills, prior experience in handling customer interactions across multiple platforms, and a proven track record in cross-selling and upselling.
You will be the voice of our brand ensuring smooth communication, timely resolutions, and an excellent customer experience across all touchpoints.
Key Responsibilities:
- Customer Communication: Respond promptly to customer queries via Instagram, WhatsApp, and email with professionalism and empathy.
- Issue Resolution: Handle and resolve customer complaints effectively by coordinating with internal teams for quick turnarounds.
- Order Management: Provide regular updates on orders, handle delays, RTOs (Return to Origin), and maintain customer trust.
- Escalation Handling: Identify and escalate repeat complaints or process gaps to management for improvement.
- Product Feedback: Collect and share customer feedback with the relevant teams to support product enhancement.
- Cart Recovery: Execute proactive outreach to recover abandoned carts and convert potential leads into sales.
- Cross-Selling & Upselling: Recommend complementary or upgraded products to enhance customer satisfaction and order value.
- Documentation: Maintain accurate logs of all customer interactions, resolutions, and follow-ups in CRM tools.
Key Performance Indicators (KPIs):
- Customer Query Resolution Efficiency
- Escalation Management Success Rate
- Abandoned Cart Conversion Rate
- Cross-Sell & Upsell Performance
- Process Improvement Contributions
- New Joiner Training & Support
Required Skills & Qualifications:
- 24 years of customer support experience in a D2C (Direct-to-Consumer) company (mandatory).
- Excellent communication skills written and verbal (English & Hindi preferred).
- Proven track record in cross-selling and upselling.
- Familiarity with CRM tools, ticketing systems, and WhatsApp/Instagram business handling.
- Strong problem-solving, coordination, and multitasking abilities.
- Comfortable with a 6-day working schedule and fast-paced environment.
