Customer Support Executive (CSE)

Job Description – Customer Support Executive

Company: FreshyZo Foods Private LimitedLocation: Raipur, ChhattisgarhJob Type: Full-TimeWork Mode: OfflineTiming: Morning shift 6:30AM - 3PMExperience: Minimum 1-2 YearsPreferred Qualification: BCA, BBA, Bcom, MBA (Marketing, Operations, Business Administration, or a related field)

About FreshyZo

FreshyZo Foods Private Limited is a growing dairy brand delivering fresh, high-quality dairy products directly to customers' doorsteps. Our product range includes Cow Milk, Buffalo Milk, A2 Milk, Desi Cow Ghee, Paneer, Dahi, and other dairy products.

We are looking for a customer-focused and proactive Customer Support Executive to handle customer queries, resolve complaints, coordinate with internal teams, and ensure a smooth customer experience.

Roles & Responsibilities

1. Customer Query Handling

• Handle customer queries through phone calls, WhatsApp, and other communication channels.
• Provide accurate information about products, prices, subscriptions, offers, payments, and delivery schedules.
• Assist customers with app-related issues, wallet recharges, subscription plans, and account queries.
• Maintain professional and polite communication with customers.

2. Complaint & Issue Resolution

• Resolve customer complaints related to delayed deliveries, missed orders, milk quality, leakage, and damaged or spoiled products.
• Coordinate with delivery staff and operations teams to ensure timely resolution.
• Escalate complex or unresolved issues to the Customer Support Manager.
• Follow up with customers to confirm that their issues have been resolved satisfactorily.

3. Customer Retention & Engagement

• Contact inactive customers to understand their concerns and encourage them to restart their subscriptions.
• Follow up with customers regarding subscription renewals and feedback.
• Assist in resolving customer concerns to reduce cancellations and improve retention.
• Maintain positive relationships with existing customers.

4. Order & Subscription Management

• Assist customers with subscription changes, delivery pauses, address updates, and other service requests.
• Coordinate with relevant teams regarding order-related changes and special customer requirements.
• Ensure customer requests are recorded and processed accurately.

5. Customer Feedback & Reporting

• Collect customer feedback and identify recurring issues.
• Maintain accurate records of customer interactions, complaints, and resolutions in the CRM or designated system.
• Submit daily activity reports and pending-issue updates to the reporting manager.
• Follow company SOPs and meet assigned productivity and service-quality targets.

Required Qualifications & Skills

• Graduate in any discipline; a degree in Business Administration or a related field is preferred.
• 1–2 years of experience in customer support, customer service, telecalling, or a similar role preferred.
• Freshers with excellent communication skills and a customer-first attitude may also apply.
• Good verbal communication skills in Hindi; basic English communication is an advantage.
• Basic computer knowledge and familiarity with MS Excel, CRM tools, and WhatsApp.
• Strong listening, problem-solving, and interpersonal skills.
• Ability to handle customer complaints patiently and professionally.
• Willingness to learn, take responsibility, and work in a fast-paced environment.

Preferred Candidate Profile

• Experience in D2C, e-commerce, FMCG, food delivery, dairy, or subscription-based businesses.
• Comfortable handling customer calls and WhatsApp conversations.
• Ability to manage multiple customer requests while maintaining accuracy.
• Positive attitude, patience, and a strong sense of ownership.

Compensation & Benefits

• Salary as per experience, skills, and interview performance.
• Laptop, phone & sim will be provided.
• Flexible week offs
• Opportunity to grow with a fast-growing consumer brand.
• Training and development opportunities.
• Supportive team environment with performance-based growth opportunities.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement

Work Location: In person