Senior Customer Service Executive

Senior Customer Support Executive

Company: A K Enterprises – A subsidiary of Dhammatek Limited
Brand: Dream Home Store
Location: Noida, Sector 62 on site
Work Mode: Work From Office
Salary: ₹25,000 – ₹40,000 per month
Experience: 3–6 Years
Timings- UK Shift 1pm-10pm
Employment Type: Full-Time

About the Role

We are looking for a Senior Customer Support Executive who can take ownership of customer experience, escalations, team coordination, and operational improvements.

You should be someone who doesn't just resolve complaints but can identify the root cause, implement solutions, and prevent recurring issues.

Key Responsibilities

• Manage day-to-day customer support operations, escalations, and complex customer issues.
• Handle and monitor SLAs, quality checks, claims, returns, refunds, and logistics-related escalations.
• Coordinate with internal teams such as Sales, Warehouse, Logistics, and Operations to resolve customer issues efficiently.
• Monitor customer complaints and identify recurring issues and their root causes.
• Analyse customer support data and prepare reports on complaints, resolution time, SLA performance, CSAT, and other relevant metrics.
• Manage the Amazon Seller Account, including customer-related issues, claims, returns, and account health.
• Support online reputation management and ensure timely responses to customer feedback/reviews.
• Develop and implement strategies to improve customer satisfaction and overall customer experience.
• Handle escalated customers professionally and ensure timely resolution.
• Guide and support junior customer service team members and help improve team performance.
• Team handling experience

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person