Customer Support Executive

Job Title

Customer Support Executive

Location

Onsite - Noida, India

Employment Type

Full-time

Reporting To

Reports to: Customer Support Head

Experience Required

0-2 years in customer support (blended process - chat, email, and calls preferred)

Qualifications

Any Graduate

Prior experience in e-commerce, D2C, or healthcare support is a plus

About the Role

We are looking for a customer-focused and detail-oriented Customer Support Executive who will manage inbound queries and ensure smooth issue resolution. You will handle chat, call, and email interactions related to orders, payments, deliveries, and product concerns while coordinating with internal teams for closures. This role is ideal for someone who is patient, proactive, and comfortable working in a fast-paced operations-driven environment. Success in this role means high customer satisfaction,timelyresolutions, and strong process adherence.

Key Responsibilities

• Handle inbound customer queries across chat, calls, and email, ensuringtimelyandaccurateresolution within defined TAT
• Resolve order, payment, delivery, refund, and product-related concerns with empathy and clarity
• Coordinate with internal teams to close customer complaints and escalations
• Maintain accurate records of customer interactions in CRM and update ticket status as per defined processes
• Follow up on pending cases such as refunds, RTO, and prescription approvals to ensure SLA adherence
• Educate customers about policies, offers, and product details to build trust and improve conversion
• Identify recurring issues and share structured feedback with the team lead to reduce repeat queries
• Achieve daily productivity and quality benchmarks, including response time, resolution rate, and CSAT score

Skills & Competencies

• Strong verbal and written communication skills across chat, email, and calls
• Good comprehension and structured problem-solving ability
• Customer-centric mindset with empathy and active listening skills
• Ability to multitask while meeting TAT and SLA targets
• Basic understanding of order management, refunds, and delivery processes
• Attention to detail and documentation discipline
• Comfortable using CRM tools and basic operational systems

Success Metrics / KPIs

• MaintainFirst Response Time within defined SLA
• Achieve First Contact Resolution rate of 75-80% or higher
• MaintainQuality Audit Score of 90%+ in monthly evaluations
• Consistently meet daily productivity targets whilemaintainingaccuracy
• Maintainstrong CSAT ratings as defined by the team

WhatWereLooking For

• Customer-first mindset with genuine intent to solve problems
• Proactive and ownership-driven in ensuring issue closure
• Calm under pressure and able to handle difficult conversations professionally
• Team-oriented and comfortable collaborating across departments
• Open to feedback and willing to continuously improve

Domain / Preferable Experience

Experience in D2C, e-commerce, or healthcare operations is preferred but not mandatory

About the Company

SayaCareis a fast-growing e-health company dedicated to making healthcare and wellness simple, accessible, and personalized. Founded in 2021, we combine technology, care, and innovation to deliver reliable health solutions to our community. AtSayaCare, we value collaboration, learning, and human-focused solutions, and we are building a teamthatspassionate, creative, and committed to improving lives.