Customer Service Executive

Plush; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Plush is seeking a proactive Customer Care Executive to lead our support function in Mumbai. You will manage day-to-day interactions, improve service quality, and build a high-performing team delivering exceptional experiences across all touchpoints.

Requirements include a Bachelor's in Business/Communications, fluency in English and Hindi, and 2–4 years in customer service with 1–2 years in a managerial role. Familiarity with Freshdesk, Zendesk, or Salesforce is a plus.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• Fluent in English and Hindi.
• 2–4 years in customer service or customer experience roles.
• At least 1–2 years in a managerial or team-lead position.
• Experience with CRM tools (Freshdesk, Zendesk, Salesforce) is a plus.

Responsibilities

• Lead, train, and manage the customer care team (calls, emails, WhatsApp, chat, social media).
• Ensure timely and effective resolution of customer queries, complaints, and escalations.
• Monitor team performance through KPIs such as response time, resolution rate, CSAT, and NPS.
• Create and improve customer support SOPs, scripts, and workflows in the CRM backend tools for customer outreach.
• Coordinate with internal teams (operations, logistics, sales, marketing, tech) to resolve issues efficiently.
• Handle high-priority or sensitive customer escalations personally.
• Support revenue generation from Abandoned calls and also getting customer feedbacks through outbound calls.
• Analyze customer feedback and identify recurring issues; Recommend process improvements.
• Ensure compliance with company policies and service quality standards.
• Manage customer care tools, CRM systems, and ticketing platforms.
• Prepare regular reports on customer insights, trends, and performance metrics.

Skills

People management

Coaching

Verbal communication

Written communication

CRM experience

Education

Bachelor's degree in Business/Communications

Tools

Freshdesk

Zendesk

Salesforce

Job description

We are looking for a proactive and customer-obsessed Customer Care Executive to lead our customer support function. The role involves managing day-to-day customer interactions, improving service quality, handling escalations, and building a high-performing customer care team that delivers exceptional customer experiences across all touchpoints.

Key Responsibilities

• Lead, train, and manage the customer care team (calls, emails, WhatsApp, chat, social media).
• Ensure timely and effective resolution of customer queries, complaints, and escalations.
• Monitor team performance through KPIs such as response time, resolution rate, CSAT, and NPS.
• Create and improve customer support SOPs, scripts, and workflows in the CRM backend tools for customer outreach
• Coordinate with internal teams (operations, logistics, sales, marketing, tech) to resolve issues efficiently.
• Handle high-priority or sensitive customer escalations personally.
• Supporting the team in revenue generation from Abandoned calls and also getting customer feedbacks through outbound calls
• Analyze customer feedback and identify recurring issues; Recommend process improvements.
• Ensure compliance with company policies and service quality standards.
• Manage customer care tools, CRM systems, and ticketing platforms. Handling of tools like Gokwik , Moenagage and website backend like shopify for effective customer notifications and problem solving
• Prepare regular reports on customer insights, trends, and performance metrics.

Required Skills & Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• Needs to be fluent in English and Hindi
• 2-4 years of experience in customer service or customer experience roles.
• At least 1-2 years in a managerial or team-lead position.
• Strong people-management and coaching skills.
• Excellent verbal and written communication skills.
• Ability to stay calm under pressure and handle difficult situations.
• Experience with CRM tools (Freshdesk, Zendesk, Salesforce, etc.) is a plus.
• Strong problem-solving and analytical skills.