Customer Support Executive (Voice) - Andheri East

Job Description – Customer Support Executive Position: Customer Support Executive

Department: Customer Service

Reporting To: Customer Support Manager

Location: Andheri (East) – Head Office

Job Summary We are looking for a proactive and customer-focused Customer Support Executive to manage customer inquiries, process orders, resolve complaints, and ensure a seamless customer experience. The ideal candidate will coordinate with the sales, production, dispatch, and logistics teams to ensure timely delivery and a high level of customer satisfaction.

Key Responsibilities

• Respond to customer inquiries via phone, email, WhatsApp, and other communication channels.
• Process customer orders accurately and coordinate with the production and dispatch teams.
• Track order status and provide timely updates to customers.
• Handle customer complaints, returns, replacements, and warranty-related issues professionally.
• Coordinate with logistics partners to ensure timely delivery of products.
• Maintain customer records, order details, and communication history in the ERP/CRM system.
• Follow up with customers regarding pending orders, payments, and feedback.
• Prepare quotations, order confirmations, invoices, and shipping documents when required.
• Collaborate with sales, warehouse, and quality teams to resolve customer concerns.
• Support key accounts by ensuring smooth order execution and after-sales service.
• Generate periodic reports on customer complaints, order status, and service performance.
• Build long-term customer relationships through excellent service and prompt communication.

Required Qualifications

• Bachelor's degree in Commerce, Business Administration, or a related field.
• 2–4 years of experience in customer service, preferably in the bag, luggage, leather goods, textile, or manufacturing industry.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer handling and problem-solving abilities.
• Good knowledge of MS Excel, MS Word, and email communication.
• Familiarity with CRM software is preferred.
• Ability to multitask and work under pressure.
• Strong organizational and coordination skills.
• Attention to detail and accuracy in documentation.
• Positive attitude with a customer-first approach.

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