Executive - Customer Support

Plum Goodness; Thane; On-site; INR 240,000 - 420,000; Full time

Job summary

Plum Goodness is seeking a Customer Support Executive in Thane (India). The role focuses on assisting customers via email, chat, social media, WhatsApp and more, delivering accurate and timely resolutions while maintaining Plum’s tone of voice.

The ideal candidate is a graduate with 0–2 years of experience, excellent written English, and strong attention to detail. Freshers with exceptional communication are welcome. MS Excel/Google Sheets skills and comfort with support tools are preferred.

Qualifications

• Graduates with excellent written English communication.
• Ability to handle multiple conversations with empathy and clarity.
• Familiarity with MS Excel/Google Sheets and customer support tools.

Responsibilities

• Handle customer queries across email, chat, social media, WhatsApp, and other non-voice channels.
• Provide accurate, thoughtful, and timely resolutions.
• Manage queries related to orders, deliveries, cancellations, refunds, returns, products, offers, payments.
• Coordinate with internal teams to resolve issues.
• Own customer concerns from initiation to closure.
• Maintain records of interactions, escalations, and resolutions.
• Identify recurring concerns and share insights for process improvement.
• Ensure responses align with Plum's tone and service standards.
• Meet service metrics such as response time, resolution time, quality, and customer satisfaction.

Skills

Written English

Empathy

Multitasking

MS Excel/Google Sheets

Customer support tools

Problem-solving

Education

Graduate in any discipline

Tools

CRM software

Job description

Pureplay Skin Sciences (I) Pvt. Ltd | Full time

Plum is one of India’s science-first, vegan, premium beauty brand with a strong portfolio of skincare and haircare products. By smartly combining research-backed actives with the chemistry of botanical ingredients, Plum creates formulas that truly resonate. At the heart of everything, Plum has a simple message: 'We have chemistry - with each other, with our product & especially with our customer.’

The brand is driven by a strong leadership and investor team, focused on building value for people, the planet, and profit-sharing participants.

Job Description

About Plum

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 aCustomer Support Executivewho 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)