Customer Support Executive (Surat, 1-3 yrs exp)

Job Summary

As a Customer Support Executive, you will be the primary point of contact for our customers across multiple communication channels, including calls, WhatsApp, emails, social media, and the company website. You will handle customer queries, resolve complaints, and ensure a smooth post-purchase experience. The role also involves making outbound calls for customer retention, feedback collection, and issue resolution to enhance overall satisfaction and loyalty.

Key Responsibilities

Handle inbound customer queries and complaints through calls, WhatsApp, email, website chat, and social media.

Ensure timely and professional resolution of customer issues while maintaining high service standards.

Make outbound calls to follow up on complaints, gather feedback, and drive customer retention.

Maintain accurate records of customer interactions and actions taken in CRM systems.

Coordinate with internal teams such as logistics, sales, and operations to resolve escalated issues.

Identify recurring issues and suggest process improvements to enhance the customer experience.

Educate customers about Alpino’s products, offers, and health benefits when relevant.

Maintain a positive, empathetic, and professional attitude toward customers at all times.

Achieve individual and team targets related to customer satisfaction and retention metrics.

Requirements

Education

Graduate in any discipline (preferably in Business, Communications, or related field).

Experience

1–3 years in customer support or a similar role (FMCG or e-commerce experience preferred).

Excellent communication skills in English and Hindi (knowledge of additional regional languages is a plus).

Strong problem-solving, listening, and interpersonal skills.

Proficiency in using CRM tools, MS Office, and communication platforms like WhatsApp Business or Freshdesk.

Ability to multitask and handle pressure in a fast-paced environment.

Customer-oriented mindset with a focus on empathy and retention.

Job Type

Full-time

Pay

₹20,000.00 - ₹25,000.00 per month

Benefits

Provident Fund

Education

Bachelor's (Required)

Experience

Customer support

1 year (Required)

Location

Vesu, Surat, Gujarat (Required)

Work Location

In person