Customer Support Associate

Aramya; Gurugram District; On-site; INR 240,000 - 360,000; Full time

Job summary

Aramya in Gurugram, India is seeking a passionate Customer Support Agent to deliver exceptional experiences. You will respond to chats promptly, gather feedback, and share insights with Product, Sales, and Marketing teams to drive improvements.

Key requirements include 6 months to 3 years in customer service, excellent English writing, 30–40 WPM typing, and proficiency with Freshchat, Freshdesk, Google Sheets, and CRM tools. The role involves a 6-day working schedule with rostered week-offs.

Qualifications

• 6 months to 3 years of experience in a Customer Service or Chat Support role.
• Excellent written communication skills in English (grammar, clarity, and tone).
• Good typing speed with 30–40 WPM preferred.
• Strong interpersonal skills with ability to handle multiple chats simultaneously.

Responsibilities

• Respond promptly to customer queries via chats and reach out proactively when needed.
• Gather customer feedback and share notes with Product, Sales, and Marketing teams for improvements.
• Update internal databases on technical issues and productive discussions with customers.
• Monitor social media for complaints and reach out with resolutions, showing empathy.
• Coordinate with Delivery Partners to ensure timely dispatch and address logistics issues.
• Escalate cases to the reporting manager for faster resolution and ensure SOPs are followed.

Skills

Customer service

Chat support

Written communication

Multitasking

Empathy

English proficiency

Tools

Freshchat

Freshdesk

Google Sheets

CRM tools

Job description

Our vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves. We are well-funded, with $20M raised from marquee investors like Accel, Z47, and industry veterans.

Aramya is a 100 Cr+ NMV fashion & lifestyle company backed by Accel and Z47. We're building a customer-led portfolio: Aramya (daily wear), Tavira by Aramya (festive), and a new brand in stealth, going live in H2 2026.

Current Retail footprint: 14 stores in Bengaluru (and a few more are yet to go live).

Opening next: Hyderabad and Chennai. Pune, Ahmedabad and Mumbai in the pipeline.

Website: www.aramya.in

Our Team: https://shorturl.at/l6uYJ

About the role

We’re looking for a passionate and proactive Customer Support Agent to help us deliver exceptional customer experiences.

Respond promptly and accurately to customer queries custom via chats, and reach out to customers proactively wherever required.

Gather valuable customer feedback and insights and share notes with Product, Sales, and Marketing teams to drive continuous improvement and innovation.

Update internal databases with information related to technical issues and productive discussions with customers, ensuring a seamless support experience.

Monitor customer complaints on social media platforms and promptly reach out to provide resolutions, demonstrating empathy and understanding.

Coordinate with Delivery Partners to ensure the timely dispatch and delivery of products, proactively addressing any logistical challenges that may arise.

Connecting with the reporting manager or highlighting cases for faster resolution or escalated or long pending issues.

Adhering to all the set SOPs and executing all assigned tasks diligently to ensure 100% customer delight.

Work with a 6-day working schedule, week-offs on a roster basis

6 months to 3 years of experience in a Customer Service or Chat Support role.

Excellent written communication skills in English (grammar, clarity, and tone are essential).

Good typing speed with high accuracy (minimum 30–40 WPM preferred).

Strong interpersonal skills with the ability to handle multiple chats simultaneously.

Proficiency in chat support tools such as Freshchat / Freshdesk, Google Sheets, and internal CRM tools.

Ability to understand customer concerns quickly and respond with clear, solution-oriented messages.

Ability to turn customer dissatisfaction into a positive experience through effective written communication.