Customer Support Executive

Wooden Street; Bengaluru; On-site; INR 300,000 - 400,000; Full time

Job summary

Wooden Street in Bengaluru is looking for a Customer Support Executive to manage inbound and outbound queries and ensure timely resolution. The role involves coordinating with various internal teams to enhance customer interactions and maintaining CRM records efficiently.

Ideal candidates will excel in communication and be proactive in resolving customer issues. This positions strongly focuses on service quality and customer retention, making effective problem-solving skills essential.

Responsibilities

• Handle inbound and outbound customer queries across calls, emails, WhatsApp, and CRM channels.
• Manage customer complaints, escalations, refunds, and service-related concerns.
• Provide regular updates to customers regarding orders, deliveries, replacements, and service requests.
• Coordinate with SCM, Warehouse, Production, QC, Sales, and Finance teams for issue resolution.
• Maintain accurate ticket records, customer interactions, and service updates in CRM systems.
• Follow SOPs, customer handling standards, and escalation processes consistently.
• Support reduction in refunds, cancellations, and repeat complaints through proactive servicing.

Job description

Responsibilities

1. Customer Support Operations: Handle inbound and outbound customer queries across calls, emails, WhatsApp, and CRM channels; ensure timely ticket updates, follow‑ups, and resolution as per defined SLAs; maintain positive customer interactions and support experience standards.
2. Ticket Resolution & Escalation Handling: Manage customer complaints, escalations, refunds, and service‑related concerns; coordinate with internal teams for faster issue resolution and case closures; proactively escalat[?] critical or unresolved cases to reporting managers.
3. Customer Communication & Follow‑ups: Provide regular updates to customers regarding orders, deliveries, replacements, and service requests; ensure proactive communication during delays or operational issues; build customer confidence through clear and professional communication.
4. Cross‑functional Coordination: Coordinate with SCM, Warehouse, Production, QC, Sales, and Finance teams for issue resolution; ensure proper communication flow between customer support and backend teams; follow up on pending operational dependencies impacting customer experience.
5. CRM Management & Service Documentation: Maintain accurate ticket records, customer interactions, and service updates in CRM systems; ensure proper case documentation and resolution tracking; support maintenance of customer support dashboards and reports.
6. Service Quality & Process Compliance: Follow SOPs, customer handling standards, and escalation processes consistently; maintain call quality, email quality, and customer response standards; support service improvement initiatives through feedback sharing and observations.
7. Customer Experience & Retention Support: Support reduction in refunds, cancellations, and repeat complaints through proactive servicing; ensure positive post‑purchase customer experience and relationship management.