Customer Support Representative

As a Customer Support Executive, you will be the frontline champion for resolving customer issues across retail, e-commerce, grooming, and service verticals. You’ll handle escalations, and ensure customer delight through timely, empathetic, and effective communication across channels (voice, email, chat, and social media).

Key Responsibilities

• Manage complex customer queries, complaints, and escalations with professionalism and urgency
• Collaborate with internal teams (store ops, logistics, grooming, etc.) to resolve issues end-to-end
• Provide guidance and support to other customer support associates, helping them improve quality and response time
• Maintain SLAs and ensure resolution within TAT across platforms (Zendesk, WhatsApp, Meta, etc.)
• Analyse support data to identify patterns and proactively suggest process improvements
• Handle return/refund/exchange workflows in coordination with the warehouse and online operations
• Support new campaign launches, offers, and service rollouts by updating FAQs and preparing support SOPs
• Build strong relationships with loyal customers and high-value pet parents
• Contribute to CSAT/NPS improvement by going beyond transactional support

Requirements

• 2–4 years of experience in customer support, preferably in retail, e-commerce, or service industries
• Strong communication skills (English & Hindi mandatory; regional languages a plus) • Proficient in support tools like Zendesk, Freshdesk, CRM systems, and MS Excel
• Empathetic and patient personality with excellent problem-solving skills
• Ability to multitask and work under pressure during peak seasons
• Passion for pets is a strong bonus

Why Join JUSTDOGS

• Work in a high-growth, pet-first brand shaping the future of pet care in India
• Dynamic, inclusive team culture with opportunities to grow into team lead or CX strategy roles.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift
• Fixed shift
• Morning shift

Application Question(s):

• Are you comfortable handling customer queries through phone, email, and chat support?

Experience:

• Customer handling: 1 year (Preferred)

Language:

• Hindi (Preferred)
• English (Preferred)

Work Location: In person