Customer Service Executive

Mamaearth; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Mamaearth in Gurugram is hiring a customer support executive to handle end-to-end assistance across email, chat and voice, owning CSAT and delivering empathetic service. You will process orders, manage inquiries, and resolve complaints, building trust through active listening, while recording interactions and following internal guidelines.

Fluency in English and Hindi, a graduate/diploma, and MS Office skills are essential.

Qualifications

• Graduate or equivalent diploma.
• Experience in customer support for an e-commerce company.
• Fluency in English and Hindi (written and spoken).
• Good communication skills.
• Proficiency in MS Office.
• Ability to stay calm when customers are stressed.

Responsibilities

• Take full ownership of customer satisfaction via end-to-end support across email, chat and voice.
• Respond promptly to inquiries, process orders and service requests within time limits.
• Handle complaints quickly with accurate solutions and follow up for total resolution.
• Build trust through active listening and transparent communication.
• Log detailed records of interactions and comply with internal guidelines.
• Collaborate with colleagues to handle volume spikes and maximise outcomes.

Skills

Fluent English

Fluent Hindi

Good communication skills

Calm under pressure

MS Office

Education

Graduate or diploma

Tools

MS Office

Job description

Duties and Responsibilities

1. Support Execution & CSAT Ownership

• Take full ownership of customer satisfaction by delivering professional end-to-end support across email, chat, and voice channels.
• Step up to protect core CSAT scores, maintaining a positive, empathetic, and highly professional attitude during every interaction.
• Respond promptly to customer inquiries, processing orders, application forms, and service requests within established time limits.

2. Complaint Resolution & Relationship Building

• Move fast to handle customer complaints, offering accurate solutions or alternative workarounds, and following up to guarantee total resolution.
• Build sustainable relationships and deep consumer trust through active listening and open, transparent communication.
• Master product specifications and internal updates inside and out to provide valid, complete information to users.

3. Process Records & Team Synergy

• Maintain a strict consumer-first focus, logging detailed records of customer interactions, transactions, comments, and escalated complaints.
• Meticulously follow internal communication procedures, operational guidelines, and corporate guidelines to ensure compliance.
• Innovate the daily workflow by providing structured feedback on the overall efficiency of the customer service engine to improve as you go.
• Collaborate openly with colleagues, supporting one another to handle volume spikes and resourcefully maximize outcomes as one unified team.

Qualifications & Experience

• Minimum educational qualification: graduate or equivalent diploma.
• Experience working with customer support for an e-commerce company.
• Fluent in English and Hindi, both written and verbal.
• Good communication skills.
• Knowledge of MS Office.
• Ability to stay calm when customers are stressed or upset.