Senior Customer Support Executive

Dhammatek Solutions Private Limited; Dadri; On-site; INR 420,000 - 640,000; Full time

Benefits offered by this job

Health Insurance

Provident Fund

Flexible working days

Job summary

Dhammatek Limited, the Dream Home Store brand, seeks a Senior Executive Customer Support in Noida (work from office) to lead day-to-day operations, handle calls, emails, and chats, and act as the second-in-command within the Customer Support team. You will own customer issues and maintain service standards in a hands-on role.

You will work with the Customer Support Manager and broader team to ensure customer satisfaction and effective issue resolution, while upholding professional standards and

Qualifications

• Excellent spoken and written English communication.
• Strong customer-handling and problem-solving skills.
• Experience handling calls, emails, and chat support.
• Ability to own customer queries until resolution.
• Ability to guide and support team members.

Responsibilities

• Handle customer calls, emails, and chats while working with the Customer Support Manager.
• Take ownership of customer queries until resolution.
• Maintain records of interactions and follow-ups.
• Act as second-in-command within the Customer Support team.
• Guide team members on escalations and customer handling.
• Monitor service quality and ensure timely resolutions.
• Coordinate with wider hierarchy during managers absence.

Skills

English communication

Customer handling

Problem solving

Ownership

Leadership

Job description

Job Title - Senior Executive Customer Support

Job Description

Be the Reason a Customer Chooses Us Again.

Location: Noida, Sector 63 Work from Office
Salary: Competitive
Reports to: Customer Support Manager

At Dhammatek Limited, we are looking for a Senior Executive Customer Support who can combine strong customer-handling skills with the ability to take ownership, maintain team discipline, and support day-to-day team operations. This is a hands-on senior customer support role. You will handle customer calls, emails, and chats while working closely with the Customer Support Manager and wider hierarchy. You will also act as the second-in-command within the Customer Support team. In the absence of the Customer Support Manager, you will take responsibility for the teams day-to-day operations, discipline, customer escalations, and service standards.

About Us

Dhammatek Limited has more than two decades of experience in the furniture industry and is prominently represented by the brand Dream Home Store. What began as an importer of furnishing products for the UK market has grown into a manufacturing and distribution enterprise with operations across the UK, India, and China. As we continue to grow, we are building a strong team of dependable, skilled, and customer-focused professionals.

Key Responsibilities

Customer Support

• Handle customer queries through calls, emails, and chats
• Communicate clearly and professionally with international customers
• Understand customer concerns and provide practical, accurate solutions
• Take complete ownership of customer queries until resolution
• Handle multiple conversations and tasks without compromising service quality
• Draft clear, professional, and helpful email responses
• Handle difficult or sensitive customer conversations calmly
• Maintain accurate records of customer interactions and follow-ups
• Identify recurring customer issues and share feedback for process improvement

Team Coordination & Leadership

• Act as the second-in-command within the Customer Support team
• Work closely with the Customer Support Manager on daily team operations
• Guide team members in handling complex customer queries and escalations
• Monitor ongoing customer issues and ensure timely resolution
• Maintain service quality and consistency across calls, emails, and chats
• Coach team members on customer handling, communication, and problem-solving
• Help maintain discipline, accountability, and professional standards
• Monitor adherence to processes, service standards, and team expectations
• Identify recurring team or process-level issues and raise them with the Manager
• Take appropriate action on operational or disciplinary matters within assigned authority

During Managers Absence

• Take overall operational responsibility for the Customer Support team
• Act as the primary point of authority for the team
• Maintain team discipline, attendance, accountability, and professional conduct
• Allocate and prioritise work according to operational requirements
• Handle customer escalations and make necessary decisions within assigned authority
• Monitor team performance and customer service standards
• Address urgent operational issues without unnecessary delays
• Coordinate with the wider hierarchy when senior-level decisions are required
• Ensure a smooth handover to the Customer Support Manager upon their return

What Were Looking For

• Excellent spoken and written English communication
• Ability to confidently communicate with international customers
• Strong customer-handling and problem-solving skills
• Experience handling calls, emails, and chat support
• Ability to handle customer escalations professionally
• Strong ownership and accountability
• Ability to guide and support team members
• Confidence to maintain discipline and professional standards
• Ability to make practical decisions in the Managers absence
• Strong multitasking and organisational skills
• Calm and composed approach under pressure
• Dependable, consistent, and solution-oriented attitude

What Youll Gain

This role offers hands-on experience in:

• Customer relationship management
• International customer support
• Team coordination and leadership
• Escalation management
• Conflict handling
• Operational decision-making
• Process improvement

Career Growth

Senior Executive – Customer Support Assistant Manager – Customer Support Customer Support Manager

What We Offer

• Competitive salary
• Provident Fund
• Health Insurance
• Flexible working days
• Continuous learning and practical exposure
• International work environment
• Opportunities to take ownership and grow within the organisation

If you are someone who can handle customers, take ownership, and step up when the team needs leadership, we would like to hear from you.