Customer Support Executive

Key responsibilities:

1. Provide information to customers, resolve reported issues when possible, communicate issues to the proper entities, and follow up with customers when necessary.
2. Coordinate with logistics and charity partners to ensure deliveries within SLAs.
3. Handle customer support messages and DMs for Singapore/London operations of Share At Door Step.
4. Solve customer issues ranging from pickup fulfillment issues to delays.
5. Answer incoming customer phone calls in a professional and courteous manner.
6. Respond to customer emails quickly and efficiently, utilizing proper formatting and grammar.
7. Quickly and effectively respond to incoming chat messages from customers.
8. Report issues to the respective partners/teams in a standardized format with clearly defined details of the problem.
9. Follow up with customers (via email or phone) who reported a problem that is now corrected.
10. Properly document all interactions with selected customers in the proper, standardized format.
11. Handle social media platforms and work with the marketing team for growth campaigns.
12. Proactively get involved in reach-out campaigns of the company.

About us:

Share At Door Step is a sustainability-tech platform that allows users to donate preloved goods (clothes, toys, furniture, etc.) effortlessly and earn rewards. Its core lies in turning preloved to re-loved. This involves items like old toys, clothes, electronics, etc. SADS is fundamentally helping people overcome the problem of hoarding old and unwanted goods, uniquely through a profit-with-purpose model. Share at Door Step has its full operations across 11 major cities and supports 135+ NGOs across India. The company has worked with 120+ brands for circularity and impact campaigns. The list includes ITC, Nautica, Bombay Shirt Company, Snapdeal, Duroflex, etc.

Job Type: Full-time

Pay: ₹18,000.00 - ₹20,000.00 per month

Benefits:

• Work from home

Application Question(s):

• Do you have prior experience managing operations, including working with logistics partners and using CRM or communication platforms such as WordPress, WATI, or Chatwoot?
• Do you have any prior experience in handling operations - such as managing logistics partners, coordinating with teams, and overseeing end-to-end processes?
• Why are you the best person for this job?
• Where do you see yourself in your career 3-5 years from now?
• What do know about "Share At Door Step"? (This questions is very important for the screening process. Do not skip this question)
• This position requires availability to work on the weekends. In exchange, you will receive a weekday off. Does that work for you?
• In a parallel universe where financial constraints or considerations were not a factor, what career or pursuit would you choose to engage in, and what motivates your choice?
• Have you used CRM or communication platforms such as WordPress, WATI, or Chatwoot

Experience:

• Customer support: 1 year (Preferred)

Language:

• Hindi (Required)
• English (Required)

Shift availability:

• Day Shift (Required)

Work Location: Remote