Customer Support Executive

Location

Hybrid- Noida, India (Initial 2 months: Work from Office)

Employment Type

Full-time

Salary

18,000 – 26,000 per month (Based on skills, experience, and interview performance)

Reporting To

Customer Support Lead

Working Days

6 days a week (Rotational Shift)

Experience Required

0–2 years of experience in Customer Support or Customer Service (Freshers with good communication skills can also apply).

Qualifications

Graduate in any stream.

About the Role

We are looking for a Customer Support Executive who enjoys helping people and solving problems. You will talk to customers through chat, calls, and email. Your job is to answer questions, solve issues, and make sure every customer has a smooth and positive experience.

Key Responsibilities

• Handle customer questions through chat, phone calls, and email.
• Help customers with orders, payments, deliveries, products, refunds, and other concerns.
• Work with the logistics, pharmacy, and backend teams to solve customer issues.
• Keep customer records updated in the CRM and close tickets correctly.
• Follow up on pending cases such as refunds, returns (RTO), and prescription approvals until they are resolved.
• Explain company policies, offers, and product details in a simple way.
• Report common customer problems to your Team Lead to help improve processes.
• Meet daily targets for response time, quality, and customer satisfaction.

Skills & Competencies

• Good spoken and written communication skills (Hindi and English)
• Able to understand customer problems and provide the right solution.
• Patient, polite, and customer-friendly attitude.
• Good time management and ability to handle multiple chats or calls.
• Basic understanding of orders, deliveries, refunds, and escalations.
• Attention to detail and willingness to find the root cause of issues.

Success Metrics / KPIs

• Respond to customer chats within the defined response time.
• Achieve a First Contact Resolution (FCR) rate of 75–80% or higher.
• Maintain a Quality Audit Score of 90% or above.
• Meet daily productivity targets while maintaining quality and accuracy.

What Were Looking For

• A customer-first mindset.
• Takes ownership and follows issues until they are closed.
• Stays calm and professional during busy hours and difficult conversations.
• Works well with teammates.
• Willing to learn, accept feedback, and improve.
• Diligent, responsible, and dependable.

About the Company

SayaCare is a fast-growing e-health company that makes healthcare simple, affordable, and easy to access. We use technology and a caring approach to help people get quality healthcare and wellness products. We believe in teamwork, learning, and always putting our customers first.