OYELA
Website:
oyela.in
Job details:
Job title: Senior Customer Support Executive
Location: Gurugram
Industry: E-commerce / Fast Fashion Apparel
About Us:
Ware a fast-growing D2C e-commerce brand in the Fast fashion Apparel space, committed to delivering high-quality products and an exceptional customer experience. Our website is hosted via Shopify and we use whatsapp channel for Customer assistant. As we continue to scale,We’re looking for a proactive and experienced professional to handle chat-based customer service operations, ensuring high-quality customer support.
Key Responsibilities:
- Handle the Support Team: Supervise and guide the day-to-day operations of the customer support team and ensure proper responses to customer queries while managing response time
- Chat and CRM Tools: Have experience with platforms like Freshchat, Zendesk, Intercom, or Gorgias to manage workflows for whatsapp chat, maintain records, and provide insight to improve Chat bot response and effectiveness
- Handle Escalated Queries and ensure quick redressal of complex issues.
- RR and Exchange Request : Handle and improve process related to RR and work towards how to reduce manual interference for these queries
- Collaborate with Cross-Functional Teams: Collaborate closely with operations, production, logistics, and tech teams to resolve customer issues efficiently.
- Monitor and Audit Team Performance Metrics: Monitor team performance and drive KPIs like response time, resolution rate, CSAT, and first-contact resolution.
- Analyze Customer Interactions:Analyze chat transcripts and customer feedback to identify trends and areas for improvement.
- Stay Updated with Industry Trends: Regularly track industry updates and competitor practices to keep the support function efficient and competitive.
Qualifications & Experience:
- Minimum 3 years of overall work experience, including hands-on experience in chat-based customer support within an e-commerce or D2C environment
- Proven ability to manage team targets, escalations, and day-to-day performance metrics.
- Strong written & communication skills, empathy, and customer-first mindset.
- Comfortable with data tracking and reporting.
- Exposure to WhatsApp commerce or social commerce support.
Click on Apply to know more.