Executive - Customer Support

Plum; Thane; On-site; INR 300,000 - 420,000; Full time

Job summary

Plum is seeking a Customer Support Executive who enjoys helping people, communicates with warmth and clarity, and believes every customer deserves to feel heard. You’ll handle queries across email, chat, social media, WhatsApp and other non-voice channels, resolve issues, and coordinate with internal teams to ensure timely, accurate solutions. Maintain records and uphold Plum’s tone.

Freshers welcome. 0–2 years experience, strong written English, empathy, detail orientation, and proficiency with

Qualifications

• Graduate in any discipline.
• 0–2 years of experience in Customer Support, Customer Experience, E-commerce, or similar roles.
• Freshers with excellent written communication skills are welcome to apply.
• Excellent written English communication with strong grammar and articulation.
• Ability to communicate with empathy while remaining solution-oriented.
• Strong attention to detail and ability to manage multiple conversations simultaneously.
• Comfortable working with MS Excel/Google Sheets and customer support tools.
• Experience with a D2C, beauty, e-commerce, or consumer brand would be an advantage.

Responsibilities

• Handle customer queries and concerns across email, chat, social media, WhatsApp, and other non-voice channels.
• Understand customer concerns and provide accurate, thoughtful, and timely resolutions.
• Manage queries related to orders, deliveries, cancellations, refunds, returns, products, offers, payments, and other customer experiences.
• Coordinate with internal teams such as E-commerce Operations, Logistics, Finance, and Marketing to resolve customer issues.
• Own customer concerns from initiation to closure rather than simply passing them on.
• Maintain accurate records of customer interactions, escalations, and resolutions.
• Identify recurring customer concerns and share insights that can help improve processes and the overall customer experience.
• Ensure responses are aligned with Plum's tone of voice and customer service standards.
• Meet defined service metrics including response time, resolution time, quality, and customer satisfaction.

Skills

Written English

Empathy

Multitasking

Customer-centric

Education

Graduate in any discipline

Tools

MS Excel

CRM tools

Job description

At Plum, we believe a great customer experience goes beyond great products. Every question answered, concern resolved, and conversation handled with care is an opportunity to strengthen the relationship our customers have with Plum.

We're looking for a Customer Support Executive who enjoys helping people, communicates with warmth and clarity, and believes that every customer deserves to feel heard.

What You’ll Do

• Handle customer queries and concerns across email, chat, social media, WhatsApp, and other non-voice channels.
  
• Understand customer concerns and provide accurate, thoughtful, and timely resolutions.
  
• Manage queries related to orders, deliveries, cancellations, refunds, returns, products, offers, payments, and other customer experiences.
  
• Coordinate with internal teams such as E-commerce Operations, Logistics, Finance, and Marketing to resolve customer issues.
  
• Own customer concerns from initiation to closure rather than simply passing them on.
  
• Maintain accurate records of customer interactions, escalations, and resolutions.
  
• Identify recurring customer concerns and share insights that can help improve processes and the overall customer experience.
  
• Ensure responses are aligned with Plum's tone of voice and customer service standards.
  
• Meet defined service metrics including response time, resolution time, quality, and customer satisfaction.
  

What We're Looking For

• Graduate in any discipline.
  
• 0–2 years of experience in Customer Support, Customer Experience, E-commerce, or a similar role. Freshers with excellent written communication skills are welcome to apply.
  
• Excellent written English communication with strong grammar and articulation.
  
• Ability to communicate with empathy while remaining solution-oriented.
  
• Strong attention to detail and ability to manage multiple conversations simultaneously.
  
• Comfortable working with MS Excel/Google Sheets and customer support tools.
  
• Good problem-solving and coordination skills.
  
• Experience with a D2C, beauty, e-commerce, or consumer brand would be an advantage.
  

Work Modes: Monday to Sunday (with week-offs)