Customer Support Executive

Key Responsibilities

• Respond to customer queries via WhatsApp, Instagram, email, and phone calls.
• Handle order-related support, including order confirmations, shipping updates, and issue resolution.
• Follow up with customers regarding pending orders and delivery concerns.
• Reach out to customers with abandoned carts and encourage order completion.
• Assist customers in choosing the right products and combos based on their preferences.
• Coordinate with the operations team to ensure smooth order processing.
• Maintain accurate customer records and follow-up logs.
• Collect customer feedback and share insights to improve the overall customer experience.
• Build long-term customer relationships through timely and professional communication.

Requirements

• Excellent verbal and written communication skills in Hindi and English (Punjabi is a plus).
• Strong customer service and problem-solving skills.
• Comfortable using WhatsApp Business, Excel/Google Sheets, and CRM tools (or willing to learn).
• Positive attitude, patience, and attention to detail.
• Prior experience in customer support, sales, or e-commerce is preferred but not mandatory.

Salary & Incentives

Fixed Salary: Based on experience.

Performance Incentives:

• Incentive for achieving monthly abandoned cart conversion targets.
• Incentive based on customer satisfaction and response quality.
• Performance bonus for meeting order follow-up and customer service KPIs.

Key Performance Indicators (KPIs)

• Customer response time
• Customer satisfaction (CSAT)
• Abandoned cart recovery rate
• Order follow-up completion rate
• Customer query resolution time
• Monthly sales generated through customer interactions
• Positive customer reviews and feedback

Why Join Chacha's?

• Be part of a fast-growing premium food brand.
• Work directly with the founders and contribute to the company's growth.
• Learn e-commerce, customer retention, and D2C brand operations.
• Performance-based growth opportunities and incentives.
• Friendly, collaborative, and purpose-driven work environment.

If you love talking to people, solving problems, and creating memorable customer experiences, we'd love to hear from you. Kindly drop your CV/Resume at [email protected]