Customer Support Executive

Win The Buy Box; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Solara is seeking a Customer Support Executive to be the frontline voice for our customers across voice, chat and email. You will handle queries, resolve issues, and ensure a high CSAT in a fast-paced D2C environment.

Ideal candidates have 2–3 years in customer support, excellent English communication, empathy, and experience with Freshdesk or Zendesk. This role requires flexible shifts and on-site work in Hyderabad.

Qualifications

• 2–3 years of experience in customer support in a D2C, e-commerce, or retail environment.
• Excellent verbal and written communication in English; Hindi a plus.
• Strong problem-solving mindset and ability to stay calm under pressure.
• Familiarity with CRM tools such as Freshdesk or Zendesk.

Responsibilities

• Handle inbound and outbound customer queries via voice calls, live chat, and email promptly and professionally.
• Resolve product, order, delivery, and return-related issues with accuracy and empathy.
• Maintain high CSAT scores and first-response resolution rates.
• Coordinate with logistics, warehouse, and marketing for swift issue resolution.
• Document customer interactions, feedback, and recurring issues in the CRM system.
• Identify patterns in complaints and elevate systemic issues to the team lead.
• Support customers through post-purchase journeys including order tracking, exchanges, and refunds.
• Uphold Solara's brand tone — warm, clear, and solution-focused — in all communications.

Tools

Freshdesk

Zendesk

Job description

About Solara

Solara is a fast-growing Direct-to-Consumer brand on a mission to bring high-quality, thoughtfully designed products directly into the hands of our customers. We move fast, think creatively, and are obsessed with delivering exceptional experiences at every customer touchpoint. Our customer support team is the voice of our brand.

Role Overview

We are looking for a passionate and proactive Customer Support Executive with 23 years of experience who can be the frontline champion of our customers. You will handle queries, resolve issues, and create meaningful interactions across voice, chat, and email channels. You are someone who genuinely loves helping people and thrives in a fast-paced, high-empathy environment.

Key Responsibilities

• Handle inbound and outbound customer queries via voice calls, live chat, and email promptly and professionally.
• Resolve product, order, delivery, and return-related issues with accuracy and empathy.
• Maintain high customer satisfaction scores (CSAT) and first-response resolution rates.
• Coordinate with internal teams — logistics, warehouse, and marketing — for swift issue resolution.
• Document customer interactions, feedback, and recurring issues in the CRM system.
• Identify patterns in customer complaints and elevate systemic issues to the team lead.
• Support customers through post-purchase journeys including order tracking, exchanges, and refunds.
• Uphold Solara's brand tone — warm, clear, and solution-focused — in all communications.

Required Skills & Qualifications

• 2–3 years of experience in customer support, preferably in a D2C, e-commerce, or retail environment.
• Excellent verbal and written communication skills in English (Hindi is a plus).
• Strong problem-solving mindset with the ability to stay calm under pressure.
• Familiarity with CRM tools such as Freshdesk, Zendesk, or similar platforms.
• Ability to multitask across channels (calls, chat, email) efficiently.
• High empathy and a genuine customer-first attitude.
• Comfortable working in rotational or flexible shifts as required.

Good to Have

• Prior experience in a D2C or e-commerce brand support team.
• Knowledge of order management systems (OMS) or logistics platforms.
• Experience with semi-technical support or product troubleshooting.
• Understanding of customer satisfaction metrics — CSAT, NPS, A