Customer Service Executive – D2C Eyewear (Chat & Voice)

Job Description

We are looking for customer-centric Customer Service Executives to support our Direct-to-Consumer (D2C) eyewear brand. This role is primarily focused on live chat support (80%), with limited voice interactions (20%), ensuring customers receive accurate, friendly, and efficient assistance throughout their purchase and post-purchase journey.

Key Responsibilities

Handle customer inquiries via live chat platforms related to eyewear products, lens options, prescriptions, order status, delivery, returns, and refunds.

Provide voice support to resolve complex queries, escalations, or follow-ups when required.

Assist customers in selecting frames, lenses, coatings, and understanding prescription details.

Resolve complaints efficiently while maintaining brand tone and service quality.

Update and maintain accurate records of customer interactions in CRM/ticketing systems.

Coordinate with internal teams (optical lab, logistics, warehouse, and tech) to resolve issues.

Follow company SOPs, quality standards, and compliance guidelines.

Achieve defined KPIs such as CSAT, response time, resolution rate, and quality scores.

Identify opportunities to upsell or cross-sell eyewear products and accessories during interactions.

Stay updated on product launches, promotions, and eyewear trends.

Required Skills & Qualifications

Excellent written communication skills (essential for live chat).

Good verbal communication skills for customer calls.

Strong customer handling and problem-solving abilities.

Basic understanding of e-commerce or D2C operations.

Ability to manage multiple chat conversations simultaneously.

Comfortable working with CRM systems and chat tools.

Preferred Qualifications

Experience in eyewear, optical, fashion, or e-commerce customer support.

Knowledge of prescriptions, lenses, coatings, and eyewear fitting (training can be provided).

Prior experience handling high-volume chat support.

What We Offer

Competitive salary

Structured training on eyewear products and customer handling

Growth opportunities in a fast-growing D2C brand

Supportive and collaborative work culture

Salary Package

Competitive compensation package as per market standards

Job Information

Job location

Moti Nagar, Delhi.

Employment type

Full-time (Work from Office).

Schedule

Morning shift (10 AM - 6 PM)

Job Type

Full-time

Pay

₹25,000.00 - ₹30,000.00 per month

Benefits

Provident Fund

Application Question(s)

Monthly CTC

Notice Period

Experience

total work

1 year (Preferred)

Work Location

In person