Divine Hindu
Website:
divinehindu.in
Job details:
Location: Sector 27, Gurugram (Divine Hindu office)
Type: Full-time (6 days/week); one weekly off (fixed day)
Salary band: ₹20,000 – ₹25,000 / month (depending on experience).
Own the day-to-day chat and call support experience — resolve customer queries fast with empathy, protect conversion & retention, and feed product/UX insights back to the team.
Responsibilities
- Handle live chat (primary) across website & WhatsApp and inbound/outbound customer calls for order, product, payment, and delivery queries.
- Troubleshoot orders, refunds, cancellations, tracking, returns, and replacements.
- Capture and escalate quality incidents (fraud, delivery exceptions, product authenticity queries) to Ops/Quality.
- Maintain high CSAT through clear, empathetic written messages and calm phone handling.
- Log accurate tickets, add structured notes, apply tags, and follow SLAs to closure.
- Coordinate with Warehouse, Logistics, & Product teams to resolve customer issues.
- Identify recurring problems and recommend KB / process updates.
- Participate in weekly coaching and QA calibration.
Must-have
- 6–18 months in e-commerce or D2C customer support (chat-first preferred).
- Comfortable in Hinglish / Hindi + English (written & spoken).
- Typing speed 35+ WPM; strong written communication for chat templates.
- Experience with chat/ticketing tools (Intercom / Zendesk / Freshdesk / WhatsApp Business). Ozonetel familiarity is a plus.
- Calm under pressure; strong de-escalation skills.
- Basic Excel / Google Sheets for daily reporting.
Nice-to-have
- Returns/refunds and marketplace order flow experience.
- Handling high-volume chat queues (200+ chats/day) or 200–500 chat messages/day split among a team.
- Basic Shopify admin familiarity.
- Prior experience writing KB articles and canned replies.
If interested, kindly share your resume at ishikahr@divinehindu.in
Click on Apply to know more.