Customer Support Specialist

Job Summary:

We are seeking a dedicated and proactive Customer Care Support Executive to join our team in Ghitorni, South Delhi. The ideal candidate will handle international client interactions during night shifts, ensuring exceptional customer experiences through effective communication, problem-solving, and strategic support. This role requires a customer-centric individual with strong interpersonal skills and a working knowledge of Microsoft Office and CRM tools.

Key Responsibilities:

• Respond to customer inquiries from international clients via phone and email in a timely and professional manner.

• Analyze customer data and feedback to continuously improve customer care strategies.

• Create and implement detailed customer care protocols for consistency and quality in service.

• Train and support junior customer care staff on service protocols and best practices.

• Build and maintain strong relationships with both customers and internal team members to enhance satisfaction and productivity.

• Monitor customer interactions and maintain accurate records using Client Relationship Management (CRM) systems.

• Collaborate with internal teams to ensure smooth resolution of client concerns.

• Prepare regular reports and updates based on customer service performance and feedback.

Requirements:

• Proven experience (3+ years preferred) in customer support or client service, preferably handling international clients.

• Excellent communication skills (verbal and written) in English.

• Basic knowledge in Microsoft Office Suite (Word, Excel, Outlook).

• Hands-on experience with CRM and ticket management softwares (e.g., Shopify, Gorgias, Freshdesk, Inventory Management systems, Zoho, HubSpot, etc.).

• Strong analytical and problem-solving skills.

• Ability to work independently during night shifts.

• Strategic thinker with a customer-first mindset.

Preferred Qualifications:

• Experience in a BPO or international customer service environment is mandatory.

• Bachelor's degree in Business, Communication, or a related field.

A brief about us:

Mobikasa is a digital agency founded in 2011, specializing in developing custom e-commerce platforms, web and mobile apps and digital marketing services. With headquarters in New York and additional offices in New Delhi and Dubai, the company has built over 2,000 e-commerce sites and 100+ mobile apps for clients like Versace, 1800Flowers and Nokia. The company’s agile, in-house team handles everything from strategy and UI/UX to SEO and ADA compliance.

Website: mobikasa.com

A brief about the client:

Designer Optics is an online marketplace selling prescription eyeglasses and sunglasses across 400+ brands. Based in Brooklyn, NY and operating primarily online, their catalog spans frames, contact lenses and beauty products. The company serves customers across the U.S. through e-commerce. Website: designeroptics.com