Website:
inscapemodern.com
Job details:
Company Description Inscape modern workspace solutions and manufacturing company delivering furniture components, ergonomic seating solutions, and advanced manufacturing capabilities for businesses. Aerthom is our premium furniture brand focused on thoughtfully designed, high-quality furniture solutions for modern homes and workspaces. We are looking for a Customer Support Representative to manage customer communication and support for our India and US customers.
Key Responsibilities:
Customer Communication
- Handle customer enquiries through email, phone, WhatsApp, and other designated channels.
- Communicate professionally with India and US customers.
- Understand customer requirements and provide appropriate information.
- Respond to customer questions in a timely manner.
- Follow up with customers on pending requests, orders, and service requirements.
- Maintain a professional and positive approach while handling customer concerns.
Product & Order Support
- Assist customers with basic enquiries related to products, specifications, pricing, availability, orders, and delivery.
- Provide customers with order and shipment updates based on information received from internal teams.
- Coordinate with Sales and Operations teams for customer requirements.
- Support customers with product-related questions and direct technical queries to the appropriate team.
Customer Query & Complaint Management
- Record customer enquiries, complaints, and service requests.
- Understand the issue and coordinate with the concerned department for resolution.
- Track open issues and follow up regularly.
- Escalate unresolved or sensitive matters to the Team Lead/Manager.
- Ensure customers receive appropriate updates until the issue is closed.
CRM & Documentation
- Maintain accurate customer information and communication records.
- Update CRM, spreadsheets, ticketing systems, or other designated platforms.
- Maintain records of enquiries, follow-ups, complaints, and resolutions.
- Ensure no customer enquiry is left unattended or without a follow-up.
Customer Feedback
- Collect customer feedback regarding products and services.
- Identify recurring questions or customer concerns.
- Share relevant customer feedback with the reporting manager.
- Support the team in identifying opportunities to improve the customer experience.
Requirements:
- Graduate in any discipline. Good verbal and written communication skills
- 0–2 year experience; freshers with Good English communication skills for handling US customers.
- Customer-focused and polite approach.
- Strong follow-up and coordination skills.
- Basic computer and MS Office/Google Workspace skills.
- Comfortable working with email, WhatsApp, CRM, and digital communication tools.
- Ability to learn product information and internal processes quickly.
- Ability to manage multiple customer requests systematically.
The role will support customers across India and the US. The candidate should be comfortable with occasional communication or coordination during US business hours, depending on customer and business requirements.
Click on Apply to know more.
