Customer Support Specialist

Client is a trusted name in premium sleep solutions, offering high-quality mattresses and bedding products through retail and direct-to-consumer channels. Committed to delivering exceptional comfort and an equally exceptional customer experience.

Job Summary

We are looking for a Customer Service role who will serve as the first point of contact for the customers. The role involves handling customer queries, order-related concerns, after-sales support, and ensuring a smooth, satisfying customer journey across online and offline touchpoints.

Key ResponsibilitiesCustomer Support & Communication

• Handle inbound and outbound customer calls, emails, WhatsApp, and chat queries professionally
• Address customer inquiries related to products, pricing, availability, delivery timelines, and warranty
• Provide accurate and timely information to customers

Order & After-Sales Support

• Assist customers with order placement, tracking, delivery coordination, and installation support
• Handle complaints, returns, replacements, and warranty claims as per company policies
• Coordinate with logistics, warehouse, and service teams to resolve issues efficiently

Complaint Resolution

• Ensure quick resolution of customer complaints with a customer-first approach
• Escalate complex issues to the concerned internal teams and follow up until closure
• Maintain high customer satisfaction and reduce repeat complaints

CRM & Documentation

• Update and maintain customer records, tickets, and interactions in CRM systems
• Track recurring issues and share insights with management for process improvement

Service Quality & Compliance

• Adhere to company service standards, SLAs, and communication guidelines
• Maintain confidentiality of customer data and company information

Experience

• 1–3 years of experience in customer service, customer support, or call center roles
• Experience in D2C, retail, e-commerce, or consumer durables preferred

Skills

• Excellent verbal and written communication skills (English & Hindi required)
• Strong problem-solving and conflict-resolution abilities
• Customer-centric mindset with empathy and patience
• Basic computer proficiency (CRM tools, MS Excel, email systems)
• Ability to multitask and work in a fast-paced environment

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person