Senior Executive Or Subject Matter Expert

About Duroflex:-

Duroflex is a leading manufacturer of premium mattresses and sleep solutions, committed to enhancing the quality of sleep for our customers. We pride ourselves on innovation, quality, and sustainability in our products.

We are in look out for Sr Executive or Subject Matter Expert_CRM for Bangalore location

Job Summary:-We are looking for a highly motivated and experienced Customer Support Senior Executive to join our team. The ideal candidate will handle customer queries via email and calls, manage returns and replacements, and have strong skills in data analysis and report preparation. customer grievances, and ensuring smooth team coordination. The candidate must also have hands-on experience in Amazon seller/customer support processes, This role demands excellent communication, problem-solving ability, and a strong sense of ownership in delivering superior customer service.

Key Responsibilities:-Respond promptly to customer queries via email and phone in a professional and empathetic manner. Provide accurate product, service, and order information to resolve issues efficiently. Track and follow up on open tickets, ensuring timely resolution within TAT. Escalate unresolved issues to appropriate internal teams when required. Returns & Replacements, Amazon & Marketplace Support Handle the end-to-end process for returns, replacements, and refunds in coordination with warehouse and logistics teams. Maintain clear communication with customers regarding timelines, next steps, and expectations. Ensure records are updated in CRM with proper documentation for each case. Handle customer complaints, returns, replacements, and escalations on Amazon and other marketplace platforms. Coordinate with the Amazon seller support team and backend teams to resolve issues within defined SLAs. Track and manage Amazon order defects, customer feedback, and ensure performance metrics are maintained.

Reporting & Data Analysis:-

Prepare and maintain daily/weekly/monthly reports on support metrics, ticket volumes, issue trends, and customer satisfaction. Analyze data to identify patterns or recurring issues and provide insights to improve support processes. Track TAT, SLA adherence, escalation trends, and suggest improvements based on data.

Key Skills and Competencies:-

Excellent verbal and written communication skills Strong customer-centric attitude and problem-solving skills Good command over Excel/Google Sheets (VLOOKUP, Pivot Tables, Charts, etc.) Working knowledge of CRM and ticketing tools (e.g. Salesforce) Ability to multitask and prioritize effectively in a fast-paced environment Strong analytical mindset with attention to detail

Qualifications and Experience:-Bachelor's degree in any discipline 24 years of experience in customer support (voice/email) Prior experience in handling returns and replacements is a must Proven experience in preparing reports and basic data analysis E-commerce, D2C, or retail background is a plus

Work Schedule:-6-day working (Rotational or fixed shifts as per business needs) Flexible to work on weekends/public holidays if required

Join Duroflex and help us build an organization that's transforming sleep experiences!!