Customer Support Executive

Skinbae India; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

A customer-centric e-commerce company is seeking a Customer Support Executive based in Hyderabad. In this role, you will handle customer inquiries across multiple channels, ensure smooth post-purchase experiences, and maintain a premium brand image. Ideal candidates will have 1-3 years of experience in customer support, strong written communication skills in English, and a detail-oriented approach to problem-solving. The position involves working 6 days a week from 9:30 AM to 6:30 PM.

Qualifications

• 1–3 years of experience in customer support, e‑commerce, or D2C brands preferred.
• Strong written communication skills in English; Hindi or regional language is a plus.
• Able to work with WhatsApp, email platforms, social media, and Google Sheets.
• Calm under pressure with strong follow-up and documentation.
• Understanding of online payments, COD, refunds, and delivery workflows.

Responsibilities

• Handle customer queries across email, WhatsApp, Instagram DMs, and website chat.
• Track orders, shipments, delays, cancellations, and returns.
• Update customer interactions, complaints, and resolutions in tracking sheets/tools.
• Track orders, shipments, delays, cancellations, and returns.
• Coordinate with logistics and warehouse teams for delivery-related issues.
• Handle refunds, replacements, and RTO cases as per SOPs.
• Update customer interactions, complaints, and resolutions in tracking sheets/tools.
• Maintain daily logs of open, resolved, and pending tickets.
• Flag recurring issues to improve processes.
• Ensure customers feel heard and valued while following brand guidelines.

Skills

Customer Support Experience

Written Communication Skills

Proficiency in WhatsApp and Email

Problem-Solving

Detail-Oriented

Tools

WhatsApp

Email platforms

Social media

Google Sheets

Job description

Job Title

Customer Support Executive

Location

Hyderabad

Experience

1-2 years

Employment Type

Full-time

Role Overview

The Customer Support Executive handles all customer interactions across email, WhatsApp, social media DMs, and order support tools. This role ensures a smooth post-purchase experience, resolves customer concerns efficiently, and maintains SkinBae’s premium brand experience. You will work closely with operations, warehouse, marketing, and tech teams to provide accurate, timely, and empathetic communication.

Key Responsibilities

• Handle customer queries across email, WhatsApp, Instagram DMs, and website chat.
• Respond to all customer messages in a polite, professional, and brand-aligned tone.
• Provide accurate information on orders, deliveries, products, offers, and policies.

Order & Issue Resolution

• Track orders, shipments, delays, cancellations, and returns.
• Coordinate with logistics and warehouse teams for delivery-related issues.
• Handle refund, replacement, and RTO cases as per company SOPs.
• Escalate unresolved or sensitive cases to the manager with clear documentation.

System & Reporting

• Update customer interactions, complaints, and resolutions in tracking sheets/tools.
• Maintain daily logs of open, resolved, and pending tickets.
• Flag recurring issues to improve processes.

Customer Experience & Brand Care

• Ensure customers feel heard, supported, and valued, even in difficult situations.
• Follow brand guidelines while communicating offers, apologies, or resolutions.
• Maintain confidentiality and professionalism at all times.

Skills & Requirements

• 1–3 years of experience in customer support, e‑commerce, or D2C brands preferred.
• Strong written communication skills in English (Hindi or regional languages is a plus).
• Comfortable working with WhatsApp, email platforms, social media, and Google Sheets.
• Ability to stay calm and solution‑oriented under pressure.
• Detail‑oriented with strong follow‑up and documentation skills.
• Basic understanding of online payments, COD, refunds, and delivery workflows.

What We’re Looking For

• Reliable, accountable, and proactive.
• Problem‑solver that understands support impacts brand trust and repeat purchases.

Work Timings

• 9:30 AM – 6:30 PM
• 6‑day work week