Customer Care Executive

Customer Support Executive – STICK IT UP About STICK IT UPSTICK IT UP is India's leading sticker and self-expression brand, serving lakhs of customers across the country. We create high-quality stickers, apparel, and lifestyle products that help people express themselves. With thousands of unique designs and a fast-growing community, we're building a brand that stands for creativity, individuality, and fun. Position: Customer Support Executive Location: Dahisar East, Mumbai Job Type: Full-Time Experience: 0–2 Years (Freshers with excellent communication skills can apply) Role Overview We are looking for a Customer Support Executive who can provide exceptional support to our customers across WhatsApp, Email, Instagram, and Phone calls. The ideal candidate should be customer-focused, detail-oriented, and capable of resolving queries efficiently while ensuring a positive brand experience. Key Responsibilities Customer Support Respond to customer queries via WhatsApp, Email, Instagram DMs, and Phone Calls. Resolve order-related concerns such as tracking, delivery delays, cancellations, returns, and replacements. Handle escalations professionally and ensure timely resolution. Guide customers through the ordering process and product selection. Order Management Coordinate with the warehouse and logistics teams regarding dispatch and delivery issues. Track shipments and provide accurate updates to customers. Process refunds, replacements, and order modifications as per company policies. Customer Experience Maintain high customer satisfaction and positive interactions. Convert unhappy customers into satisfied brand advocates through proactive problem-solving. Collect customer feedback and share insights with the management team. CRM & Reporting Update customer interactions accurately in CRM/helpdesk software. Maintain records of complaints, resolutions, and follow-ups. Prepare daily reports on customer queries, pending tickets, and escalations. Requirements Excellent verbal and written communication skills in English and Hindi. Basic computer proficiency (Google Sheets, Excel, Email). Ability to multitask and manage high query volumes. Strong problem-solving and conflict-resolution skills. Positive attitude and customer-first mindset. Prior experience in e-commerce customer support is a plus. Preferred Skills Experience with Shopify. Experience with customer support tools such as Reamaze, Gorgias, Freshdesk, or similar platforms. Understanding of courier and logistics processes. Familiarity with WhatsApp Business and Instagram customer support. Key Performance Indicators (KPIs)First Response Time (FRT) Average Resolution Time (ART) Customer Satisfaction Score (CSAT) Ticket Resolution Rate Customer Review Ratings Escalation Percentage What We Offer Opportunity to work with one of India's fastest-growing DTC brands. Young, energetic, and growth-focused work environment. Learning opportunities across e-commerce, operations, and customer experience. Performance-based incentives and growth opportunities. Salary Range ₹8000 - 15,000 per month (Based on experience and skills)