Customer Loyalty Squad (CLS) - Customer Support

MCaffeine · Mumbai

Pay₹3L–3.4La year, as listed

WhereMumbaiMaharashtra

TypeFull time

Posted1 Oct3 days ago, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Good spoken and written English expected

Day work

No vehicle or licence needed

Skills they list44 named

Customer follow-upsCustomer records maintenanceComputer operationCustomer communicationCustomer complaint handlingAfter-sales serviceCustomer relationship buildingEmail communicationCustomer retentionBasic service issue troubleshootingSupport ticket trackingComputer literacyWriting skillsClient enquiry handlingEscalation managementInternal team coordination for query resolutionEnglishEmail softwareLocal languageBrand voiceHandling dissatisfied clients12th PassBusiness etiquetteAchieving service-level targetsBachelor's degreeClient servicesIssue trackingRespectful communicationData entryHelp desk systemsCustomer loyaltyTypingCRM system proficiencyOrder issue resolutionProviding product informationHindiClient communication skillsInternal team coordination for issue resolutionInternal communicationClient educationCommunication skillsClient liaisonAfter-sales follow-upIssue reporting

About this job

JOB DESCRIPTION

CLS (Customer Loyalty Squad) – Customer Support

Location: mCaffeine, Chandivali, Andheri, Mumbai
Work Mode: Onsite

Job Summary

We are looking for a Customer Loyalty Squad (CLS) member to be the voice of our brands for our customers. You will handle customer queries, resolve issues quickly and empathetically, and turn every interaction into a positive experience that keeps customers coming back.

Key Responsibilities

Respond to customer queries and concerns promptly and professionally.

Resolve issues related to orders, delivery, returns and refunds, product usage, and complaints in a timely manner.

Understand the product range and share accurate information with customers.

Escalate complex or recurring issues to the right internal teams and follow up until they are closed.

Maintain a polite, empathetic, and brand-aligned tone in every interaction.

Log all interactions accurately in the support tools/CRM.

Meet targets on response time, resolution time, and customer satisfaction.

Share customer feedback and common pain points with the team to help improve products and experience.

Build customer loyalty by following up on open issues and creating positive experiences.

Skills and Qualifications

Must have

Good verbal and written communication in English and Hindi.

Good listening, empathy, and patience when handling upset customers.

Basic understanding of what customer support involves and how queries get resolved.

Problem-solving ability and a sense of ownership.

Comfort with computers, email, and chat tools; typing speed and accuracy.

Ability to work in a fast-paced environment.

Good to have

Prior experience in customer support, a call center, or a BPO.

Familiarity with CRM or helpdesk tools.

Interest in beauty, skincare, or D2C/e-commerce.

Education

Graduate in any stream (or 12th pass).

Years of Experience

0–2 years of experience in customer support, customer service, or a similar query-handling role is preferred.

Candidates should have a basic understanding of what customer support involves and be able to resolve customer queries.

Pay: ₹300,000.00 - ₹340,000.00 per year
Work Location: In person

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