Urgent Hiring/ Customer Support Executive / Freshers Can apply

Fortuna Retail; Gurugram District; On-site; INR 240,000 - 360,000; Full time

Job summary

Fortuna Retail in Gurugram invites a customer support executive to engage with customers across email, chat, and phone, guiding orders and inquiries with professionalism.

You will develop gemstone product knowledge, resolve issues empathetically, and collaborate with logistics, sales, and product teams to enhance the customer experience.

Qualifications

• Graduate in any discipline; freshers welcome.
• Excellent communication skills in English and Hindi.
• Good customer handling and problem solving.
• Comfortable handling queries via calls, chats and emails.
• Basic computer knowledge; familiarity with MS Office and CRM tools.
• 0–2 years of experience in customer support or related roles.
• Willingness to learn about gemstones, products and company processes.
• Strong coordination and ability to work with cross-functional teams.
• Record keeping and CRM usage experience.

Responsibilities

• Interact with customers via email, chat, and phone to provide timely assistance.
• Assist customers with order placement, tracking, and inquiries about product availability and shipping details.
• Resolve complaints and questions with empathy to exceed expectations.
• Develop gemstone product knowledge to offer accurate information and recommendations.
• Process returns, exchanges, and refunds per company policy.
• Collaborate with logistics, sales, and product teams to improve customer experience.
• Maintain detailed records of interactions and transactions in the CRM.
• Monitor customer feedback channels and escalate as needed.
• Handle customer queries via calls, chats, and emails.

Skills

Communication skills

Bilingual English/Hindi

Customer handling

Listening skills

Empathy

Cross-functional collaboration

Education

Graduate degree

Tools

MS Office

CRM tools

Job description

Role & responsibilities

1. Customer Interaction: Engage with customers via email, chat, and phone to provide timely and professional assistance.

2. Order Assistance: Assist customers with order placement, tracking, and inquiries about product availability and shipping details.

3. Issue Resolution: Resolve customer complaints, concerns, and inquiries with efficiency and empathy, striving to exceed their expectations.

4. Product Knowledge: Develop a comprehensive understanding of our gemstone products to provide accurate information and recommendations to customers.

5. Returns and Refunds: Process returns, exchanges, and refunds according to company policies, ensuring a seamless experience for customers.

6. Cross-functional Collaboration: Collaborate with other departments such as logistics, sales, and product management to address customer needs and improve overall customer experience.

7. Record Keeping: Maintain detailed and accurate records of customer interactions and transactions using our CRM system.

8. Feedback Management: Monitor customer feedback channels and escal ... ???

9. Handling Customer's Queries via Calls, Chats and Emails

Preferred candidate profile

1. Graduate in any discipline , freshers are welcome.

2. Excellent communication skills in English And Hindi.

3. Good customer handling and problem solving skills.

4. Comfortable handling customer queries through calls , chats and emails.

5. Good listening skills with a polite , patient and empathetic approach.

6. Basic computer knowledge and familiarity with MS Office / CRM tools.

7. Ability to handle customer complaints and resolve issues professionally.

8.Willingness to learn about Gemstomes , products and company processes.

9. Candidate with 0-2 years of experience in customer support , customer service or related roles.

10. Good coordination skills and Ability to work with cross - functional teams.