Customer Care Executive

Dermatouch; Ahmedabad District; On-site; INR 200,000 - 320,000; Full time

Job summary

Dermatouch in Ahmedabad is seeking a customer support specialist to handle inquiries via calls, WhatsApp, and email, ensuring first-contact resolution and high CSAT.

You will guide customers on product usage, order status, returns, and refunds, coordinate with logistics, and maintain detailed records in CRM. English and Hindi communication are essential; weekend/evening shifts may be required.

Qualifications

• Graduate or Diploma in any discipline.
• 1–3 years of experience in customer support (D2C or eCommerce preferred).
• Excellent communication in English and Hindi (regional languages a plus).
• Ability to work in evening/night shifts and weekends (if required).
• Proficiency with CRM tools, Excel, WhatsApp Business and Email.

Responsibilities

• Handle inbound & outbound calls, WhatsApp, and emails professionally and empathetically.
• Address customer queries related to product usage, order status, returns, payments, etc.
• Coordinate with logistics and warehouse teams for order dispatch, delivery, and returns.
• Log customer feedback and escalate unresolved issues to relevant teams.
• Maintain daily records of interactions using CRM or ticketing tools.
• Assist in RTO/replacement follow-ups, delivery concerns, and refund-related queries.
• Educate customers about Dermatouch products and skincare routines.
• Ensure first-contact resolution and drive customer satisfaction (CSAT).

Skills

English & Hindi communication

CRM proficiency

Excel proficiency

Customer-first mindset

Problem solving

Education

Graduate or Diploma in any discipline

Tools

CRM tools

Excel

WhatsApp Business

Email

Job description

Handle inbound & outbound calls, WhatsApp, and emails professionally and empathetically

Address customer queries related to product usage, order status, returns, payments, etc.

Coordinate with logistics and warehouse teams for order dispatch, delivery, and returns

Log customer feedback and escalate unresolved issues to relevant teams.

Maintain daily records of interactions using CRM or ticketing tools

Assist in RTO/replacement follow-ups, delivery concerns, and refund-related queries

Educate customers about Dermatouch products and skincare routines

Ensure first-contact resolution and drive customer satisfaction (CSAT)

Requirements

Graduate or Diploma in any discipline

1–3 years of experience in a customer support/customer success role (D2C or eCommerce preferred)

Excellent communication in English and Hindi (knowledge of regional languages is a plus)

Ability to work in evening/night shifts and weekends (if required)

Proficiency in handling CRM tools, Excel, WhatsApp Business, and Email

Patience, problem-solving skills, and a customer-first mindset