Customer Support Specialist

About Zama:
At Zama, we believe in the power of food to create cherished memories and bridge gaps between people. It's not just about the nutritious and organic products we offer—it's about the stories, emotions, and moments shared around every meal. From the aroma that fills the kitchen to the laughter that echoes through cooking together, Zama celebrates the joy and togetherness food brings into our lives.

But we go beyond food. We work directly with responsible Indian producers, ensuring that every product you receive is ethically sourced and rooted in sustainability. Each choice you make with Zama contributes to a healthier planet and empowers local communities.

Role Overview:
We’re looking for an enthusiastic and data-driven Customer Service Associate who can bring together people, processes, and performance. Someone who understands both numbers and emotions—who can analyze reports just as confidently as they can speak to a customer. This role requires leadership, problem-solving, and the ability to elevate customer experiences while aligning with Zama’s values.

Key Responsibilities:

• Lead, mentor, and manage the customer service team, ensuring high performance and accountability.
• Engage with customers via calls, emails, and messages—handling queries, resolving grievances, and turning issues into opportunities.
• Identify upselling opportunities based on customer preferences and behavior.
• Track and report performance metrics (e.g., order delays, complaint categories, resolution time) using Excel and Google Sheets.
• Regularly review and update customer service SOPs to improve efficiency and service quality.
• Coordinate with logistics, warehouse, and operations teams to ensure seamless order fulfillment.
• Handle escalations with empathy, clarity, and speed.
• Maintain customer databases, feedback logs, and issue trackers with precision.

Must-Have Skills:

• Strong command over Microsoft Excel & Google Sheets (pivot tables, VLOOKUP, filters, dashboards).
• Excellent communication and interpersonal skills (both verbal and written).
• A data-first mindset with attention to detail.
• Prior experience (2–5 years) in customer service roles—preferably in FMCG, e-commerce, or D2C.
• Proven ability to lead and manage a small team.

Bonus Skills:

• Experience using customer support tools like Freshdesk, Zoho Desk, or similar.
• Understanding of backend tools like Razorpay X, Shopify, or ERP platforms.
• Fluency in English, Hindi, and/or Marathi is a plus.

Why Work with Zama?

• Be part of a purpose-led, conscious brand that’s redefining food and wellness.
• Work with a young, vibrant, and collaborative team that values initiative and innovation.
• Opportunity to make a tangible impact—not just on business, but on communities and the planet.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Application Question(s):

• What is your current in-hand salary ?
• How many years of experience do you have in customer support ?
• Where do you stay ?
• Are you ok with Chembur / Kurla location ?

Work Location: In person