Customer Support Executive

Here is the updated job profile covering customer queries, website orders, website warranty claims, data entry, and Advanced Excel for your brand.

Job Description

Customer Support Executive – Brand

Job Description: Customer Support Executive – Brand

Department

Customer Support

Designation

Customer Support Executive

Reporting To

Customer Support Manager / Brand Manager

Job Purpose

To manage customer queries, website orders, and warranty claims for the brand while ensuring timely communication, accurate data entry, and proper tracking of customer requests. The role requires strong customer service skills, attention to detail, and advanced MS Excel knowledge for reporting and data analysis.

# Key Responsibilities

Customer Query Management

• Handle customer queries received through phone, email, WhatsApp, and the brand website.
• Respond to questions regarding product features, specifications, usage, pricing, and warranty policies.
• Provide accurate product and brand information.
• Follow up on unresolved queries and ensure timely responses.
• Escalate complex issues to the relevant team when required.

Website Order Management

• Monitor and respond to customer queries related to orders placed on the company website.
• Check order details and provide updates on order confirmation, dispatch, delivery, and order status.
• Coordinate with the concerned team or courier partner for delivery-related queries.
• Handle customer requests related to order cancellation, address changes, and other order-related concerns as per company policy.
• Maintain records of website orders and customer communications.

### 3. Website Warranty Claims

• Monitor and respond to warranty claims submitted through the company website.
• Verify customer details, invoice or proof of purchase, product information, and warranty eligibility as per company policy.
• Register warranty claims and communicate claim reference numbers and next steps to customers.
• Follow up on pending claims and keep customers informed about their status.
• Coordinate with the concerned service or technical team for claim assessment and resolution.
• Maintain accurate records of warranty claims, approvals, rejections, and closure status.

### 4. Data Entry \& Record Management

• Maintain customer databases and records of queries, website orders, and warranty claims.
• Update query and claim status accurately and regularly.
• Ensure proper documentation of customer communication and supporting documents.
• Maintain organised records for easy retrieval and reporting.

## 5. Advanced MS Excel \& MIS Reporting

• Prepare daily, weekly, and monthly reports on customer queries, website orders, and warranty claims.
• Track pending cases, ageing, resolution time, and claim status.
• Analyse customer query trends and product-wise warranty claim data.
• Prepare summary reports and dashboards for management.

Required Excel Skills

• VLOOKUP, XLOOKUP, INDEX-MATCH.
• IF, IFERROR, SUMIFS, COUNTIFS, and other conditional formulas.
• Pivot Tables, Pivot Charts, and dashboards.
• Data sorting, filtering, cleaning, and duplicate removal.
• Conditional formatting and data validation.
• Power Query is an added advantage.

## Required Qualifications \& Skills

• Graduate in any discipline.
• 1–3 years of experience in customer support, e-commerce customer service, or website order support preferred.

• Good communication skills in English and Hindi.
• Strong working knowledge of MS Excel, including advanced formulas and Pivot Tables.
• Good typing speed, accuracy, and attention to detail.
• Ability to manage multiple customer requests and follow up systematically.
• Customer-friendly attitude and problem-solving skills.

Key Performance Indicators (KPIs)

• Timely response to customer queries.
• Customer satisfaction and query resolution time.
• Accuracy of website order information and customer records.
• Timely registration and processing coordination of warranty claims.
• Number of pending and overdue claims.
• Accuracy and timely submission of Excel reports.

Ideal Candidate: A detail-oriented and customer-focused professional who can efficiently handle customer queries, website orders, and warranty claims while maintaining accurate records and generating meaningful reports using Advanced MS Excel.

Pay

₹15,000.00 - ₹20,000.00 per month

Benefits

• Provident Fund

Application Question(s)

• 1. Have you read the complete job description and responsibilities mentioned in the advertisement? Yes/No
• 2. Have you reviewed the salary range mentioned in the job advertisement, and are you comfortable with it? Yes/ No
• 3. Are you able to commute to our office regularly and work from the office?

Yes / No

• 4. How many years of experience do you have in customer support or customer service?

A. Fresher

B. Less than 1 year

C. 1–3 years

D. More than 3 years

• 5. Do you have experience handling customer queries, website orders, and warranty claims?

\=\> Yes, all three

\=\> Experience is some of these areas

\=\> No experience

• 6. How would you rate your MS Excel skills?
• Basic
• Intermediate
• Advanced
• 7. Do you have practical knowledge of Excel formulas such as VLOOKUP/XLOOKUP, IF, SUMIFS, COUNTIFS, and Pivot Tables?
• Yes, most of them
• Some of them
• No
• 8. Are you comfortable maintaining customer records, entering data, and preparing daily or monthly reports in Excel?
• Yes/ No
• 9. What is your current salary and expected salary?
• Current salary: __
• Expected salary: __
• 10. What is your notice period, and when can you join?
• Immediate
• Within 15 days
• Within 30 days
• More than 30 days
• 11. Please share your current location.
• City/Area: *______**__*_
• 12. Please share your contact number and email address.
• Contact number: *______**__*_
• Email: ________________

Work Location

In person