Customer Support Specialist

Customer Support ExecutiveJob Overview:

PAC Cosmetics Pvt. Ltd. is looking for a proactive and customer-focused Customer Support Executive to manage customer interactions, resolve inquiries, and ensure a seamless post-purchase experience. This role is vital in maintaining the brand’s reputation by delivering exceptional service, managing customer queries efficiently, and supporting internal teams to uphold high customer satisfaction standards.

The ideal candidate will be a strong communicator, capable of managing multiple customer touchpoints and ensuring consistent service excellence across all channels.

Key Responsibilities:

• Handle day-to-day customer queries, complaints, and feedback via calls, emails, chats, and social media.
• Provide accurate, timely, and complete information regarding products, orders, payments, and returns.
• Maintain strong relationships with customers by delivering professional and empathetic support.
• Coordinate with internal teams such as logistics, supply chain, marketing, and sales to resolve customer issues.
• Follow up on open issues to ensure complete resolution and customer satisfaction.
• Document all customer interactions in CRM tools and maintain accurate records.
• Proactively identify recurring customer issues and share insights with relevant departments for process improvements.
• Monitor and report key support metrics including response time, resolution time, and customer satisfaction scores.
• Assist in developing and updating customer service protocols and knowledge bases.
• Represent the brand with consistency, professionalism, and a positive attitude.

Requirements:

• Graduate in Business, Communications, or a related field.
• Prior experience in a customer service or support role; experience in beauty, cosmetics, or FMCG sector is a plus.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to handle difficult conversations professionally.
• Proficient in CRM tools, MS Excel, and reporting systems.
• Strong problem-solving and follow-up skills.
• Ability to manage multiple customer accounts and channels efficiently.
• Self-motivated, detail-oriented, and customer-obsessed.

Job Type: Full-time

Pay: ₹20,000.00 - ₹41,229.15 per month

Benefits:

• Provident Fund

Work Location: In person