Customer Support Executive

CAVA Athleisure Pvt Ltd; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

CAVA Athleisure Pvt Ltd in Bengaluru seeks a Customer Support Executive to handle multi-channel inquiries with empathy and efficiency. You will document interactions, follow standard processes, and collaborate with internal teams to resolve issues.

The role emphasizes building product knowledge, delivering quality service, and meeting performance metrics in a fast-paced D2C retail environment.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 0–2 years in customer service or client-facing roles.
• Familiarity with customer support tools/software is an advantage.
• Experience with retail D2C brands is a plus.

Responsibilities

• Respond to inquiries via phone, email, chat, and social media promptly.
• Resolve issues with empathy and problem-solving; escalate when needed.
• Document all interactions and resolutions in the CRM system.
• Follow established processes and policies for consistent service.
• Share recurring feedback with the team and coordinate with internal teams.
• Build product knowledge and stay updated with policies and features.

Skills

Interpersonal skills

Written & verbal communication

Patience & empathy

Problem solving

CRM/helpdesk tools

Technical aptitude

Education

Bachelor’s degree or equivalent

Tools

CRM/helpdesk tools

Job description

Role Purpose

The purpose of the role is to provide timely, empathetic, and effective support to customers across multiple channels, ensuring a smooth experience and high levels of customer satisfaction.

Key Responsibilities:

Customer Support

• Respond to customer inquiries through phone, email, chat, and social media in a prompt and professional manner.
• Resolve customer issues with empathy and problem-solving skills, escalating complex cases where necessary.

Service Delivery

• Follow established processes, policies, and best practices for handling customer queries.
• Ensure accurate documentation of all customer interactions and resolutions in the system.

Quality & Efficiency

• Maintain high-quality service in every interaction by adhering to company guidelines.
• Strive to meet defined performance metrics such as response time, first-contact resolution, and customer satisfaction scores.

Collaboration & Feedback

• Share recurring customer feedback and issues with the team and management for improvement.
• Coordinate with internal teams when needed to ensure customer concerns are addressed.

Learning & Development

• Continuously build product knowledge and improve communication skills through training.
• Stay updated with company policies, new features, and processes to support customers better.

Functional Competencies

• Strong interpersonal and communication skills (verbal & written).
• Patience and empathy in handling customer concerns.
• Ability to problem-solve and remain calm in pressure situations.
• Basic technical aptitude to work with CRM/helpdesk tools.

Eligibility Criteria

• Bachelor’s degree (preferred) or equivalent work experience.
• 0–2 years of experience in customer service or a client-facing role.
• Familiarity with customer support tools/software is an advantage.
• Experience with retail D2C brands is a plus.