Customer Support Executive (Chat process)

Dslr Technologies; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Aramya is seeking a passionate Customer Support Agent to help deliver exceptional experiences across chats and social channels. You will respond promptly, gather feedback, and keep internal records to ensure a seamless support experience.

The role involves coordinating with delivery partners, maintaining SOPs, and working a 6-day schedule with rostered week-offs. Fluency in written English and a fast, accurate typing speed are essential.

Qualifications

• 6 months to 3 years of experience in Customer Service or Chat Support.
• Excellent written communication skills in English.
• Good typing speed with high accuracy (30–40 WPM).
• Strong interpersonal skills and ability to handle multiple chats simultaneously.
• Proficiency with chat support tools (Freshchat, Freshdesk) and CRM systems.

Responsibilities

• Respond promptly and accurately to customer queries via chats and social channels.
• Gather customer feedback and share insights with Product, Sales, and Marketing.
• Update internal databases with information on technical issues and conversations.
• Monitor customer complaints on social media and provide timely resolutions.
• Coordinate with delivery partners to ensure timely dispatch and delivery of products.
• Escalate cases to the reporting manager when needed and follow SOPs.
• Maintain 100% customer delight by diligently executing assigned tasks.
• Work with a 6-day working schedule with rostered week-offs.

Skills

English writing

Multitasking

Customer empathy

Tools

Freshchat

Freshdesk

Google Sheets

CRM tools

Job description

About Aramya

Our vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves. We are well-funded, with $20M raised from marquee investors like Accel, Z47, and industry veterans.

Aramya is a 300 Cr ARR fashion & lifestyle company backed by Accel and Z47. We're building a customer-led portfolio: Aramya (daily wear), Tavira by Aramya (festive), and a new brand in stealth, going live in H2 2026.

Current Retail footprint: Total 21

16 stores in Bengaluru + 2 stores in Hyderabad + 2 stores in Ahmedabad + 1 store in Mysore (and a few more are yet to go live).

Opening next: 25 cities in the pipeline.

Website: https://aramya.in/

Our Team: https://l1nq.com/cri6aj6

About the opportunity

We're looking for a passionate and proactive Customer Support Agent to help us deliver exceptional customer experiences.

Key Roles & Responsibilities

• Respond promptly and accurately to customer queries custom via chats, and reach out to customers proactively wherever required.
• Gather valuable customer feedback and insights and share notes with Product, Sales, and Marketing teams to drive continuous improvement and innovation.
• Update internal databases with information related to technical issues and productive discussions with customers, ensuring a seamless support experience.
• Monitor customer complaints on social media platforms and promptly reach out to provide resolutions, demonstrating empathy and understanding.
• Coordinate with Delivery Partners to ensure the timely dispatch and delivery of products, proactively addressing any logistical challenges that may arise.
• Connecting with the reporting manager or highlighting cases for faster resolution or escalated or long pending issues.
• Adhering to all the set SOPs and executing all assigned tasks diligently to ensure 100% customer delight.
• Work with a 6-day working schedule, week-offs on a roster basis.

Key Qualification & skills

• 6 months to 3 years of experience in a Customer Service or Chat Support role.
• Excellent written communication skills in English (grammar, clarity, and tone are essential).
• Good typing speed with high accuracy (minimum 30–40 WPM preferred).
• Strong interpersonal skills with the ability to handle multiple chats simultaneously.
• Proficiency in chat support tools such as Freshchat / Freshdesk, Google Sheets, and internal CRM tools.
• Ability to understand customer concerns quickly and respond with clear, solution-oriented messages.
• Ability to turn customer dissatisfaction into a positive experience through effective written communication.