Customer Support Executive

Baidyanath; Kolkata District; On-site; INR 250,000 - 400,000; Full time

Job summary

Baidyanath is seeking a customer support professional in Kolkata to handle queries via phone, WhatsApp and email. You will manage complaints, orders, deliveries, and refunds, coordinating with logistics and warehouse teams to resolve issues efficiently.

You will also maintain interaction and complaint records, close tickets within SLAs, identify recurring problems, provide product/order information, assist in retention initiatives, and prepare regular support reports for management.

Responsibilities

• Handle customer queries through phone, WhatsApp and email.
• Manage complaint, order, payment, delivery, cancellation, return and refund-related queries.
• Resolve customer complaints and ensure timely closure.
• Coordinate with e-commerce, logistics, warehouse and other internal teams for issue resolution.
• Follow up on delayed, failed or incomplete orders.
• Maintain customer interaction and complaint records.
• Manage and close customer support tickets within defined SLAs.
• Identify recurring customer issues and highlight them to the relevant teams.
• Provide customers with basic product and order-related information.
• Support customer retention and repeat-purchase initiatives.
• Prepare regular customer support reports and highlight key issues.

Job description

Responsibilities

• Handle customer queries through phone, WhatsApp and email.
• Manage complaint, order, payment, delivery, cancellation, return and refund-related queries.
• Resolve customer complaints and ensure timely closure.
• Coordinate with e-commerce, logistics, warehouse and other internal teams for issue resolution.
• Follow up on delayed, failed or incomplete orders.
• Maintain customer interaction and complaint records.
• Manage and close customer support tickets within defined SLAs.
• Identify recurring customer issues and highlight them to the relevant teams.
• Provide customers with basic product and order-related information.
• Support customer retention and repeat-purchase initiatives.
• Prepare regular customer support reports and highlight key issues.