CSE (Customer Support Executive)

Tapify is a fast-growing startup offering NFC-based Review Standees, Business Cards, Keyrings, and custom branding products. We serve customers across India and pride ourselves on smooth communication and fast support.

Position Overview:
We are looking for a dedicated and confident professional with 1–3 years of experience to join our team as a Customer Support Executive. The ideal candidate should have strong communication skills in both English and Hindi, the ability to confidently speak with customers, handle queries, provide information, and manage issue escalations professionally. The candidate will be responsible for handling customer calls, chat communication, courier/logistics issue coordination, maintaining reports, and ensuring smooth support operations.

Key Responsibilities

1️ Customer Calls (Inbound & Outbound)

• Answer all customer calls professionally.
• Provide information about products, orders, delivery updates, and customisation.
• Handle escalations and provide timely resolutions.
• Call customers for pending details (logo, links, customisation inputs).

2️ Chat Support Across All Platforms

• Respond to customer inquiries on:
• WhatsApp Business
• Instagram DM
• Facebook Chat
• Email
• Website Chat (if any)
• Maintain fast response time and a helpful tone.
• Share order updates, pricing, offers, and product guidance.

3️ Shiprocket Escalation Handling (ONLY Issues – No Dispatch Tasks)

• Raise and track Shiprocket disputes for:
• Weight discrepancies
• Fake RTO cases
• Courier delivery delays
• Lost shipments
• Follow up with KAM (Key Account Manager) for dispute resolution.
• Coordinate with customers for delivery confirmations if required.

4️ Order & Support Coordination

• Update customer issues and comments in Google Sheets / CRM.
• Coordinate with design & production teams if customer requests updates.
• Maintain a log of escalations and resolutions.
• Provide daily summary of customer issues and follow-ups.

Education Qualification

• Minimum: Graduation (B.A / B.Com / BBA / B.Sc / Any equivalent degree)
• Candidates with strong communication skills and customer support experience will be preferred.

Candidate Requirements

• Experience: 1-3 years in a similar role (customer communication/marketing/office admin).
• Excellent communication in Hindi & basic English.
• Confident on phone calls (must).
• Strong follow-up skills.
• Must know WhatsApp Web, calling apps, and basic Excel/Sheets.
• Experience with customer support or e-commerce support preferred.

Job Types: Full-time, Permanent

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits:

• Paid time off

Work Location: In person