Customer Support Specialist
Core
Handle customer queries across calls, WhatsApp, chat, and support tickets for an app-based toy and book membership platform, resolving issues related to memberships, orders, deliveries, and exchanges.
Role type
Customer Support Specialist (D2C/E-commerce)
Builds
Customer satisfaction and resolution for toy/book membership orders and logistics issues
Domain
D2C / E-commerce / Toys & Books
Deliverable
client delivery
Required skills
Empathetic communication, problem-solving, CRM/ticketing system proficiency, calmness under pressure, proactive follow-up, ownership of issues
Preferred skills
1–3 years in Customer Service/Call Centre, Hindi and English communication, basic Excel/Google Sheets, startup environment adaptability
Responsibilities
Handle escalated complaints, coordinate with Operations/Logistics for delivery delays, maintain accurate ticket statuses in CRM, identify root causes of repeat complaints, manage renewals and refunds
Seniority
Junior to Mid-level, hands-on IC