CRM Customer Support Executive

THE SLEEP COMPANY

: CRM Customer Support Executive

About The Sleep Company

The Sleep Company makes products that combine technology and comfort to help people sleep better. We believe in creating a positive customer experience by providing quality products and reliable customer support.

Role at a Glance

Detail Information

Role:CRM Customer Support Executive

Work Location: Techweb Centre, Behram Baug, Beside Oshiwara Metro Station, Jogeshwari West

Experience: 2 to 4 years experience in Customer Support / Customer Service / Escalation Handling

Language: Fluency in English and Hindi (non-negotiable)

Preferred Background: Retail, D2C brands, Consumer Brands, Customer Service or BPO.

Roles and Responsibilities

• Handle escalated customer queries and complaints through phone calls and emails.
• Understand customer problems in detail and identify the reason behind the issue.
• Coordinate with internal teams to ensure timely resolution of customer complaints.
• Follow up on pending issues and ensure customers receive timely updates.
• Maintain customer complaint records, call details and resolution updates in CRM tools.
• Ensure customer queries and complaints are addressed within the expected timelines.
• Identify repeated customer issues and share feedback to help improve customer service and processes.
• Maintain a professional, patient and customer-first approach while handling difficult situations.

Requirements

Must Have (Essential Skills)

• Excellent verbal and written communication skills.
• Experience in handling customer queries, complaints and escalations.
• 2 to 4 years experience in Customer Support / Customer Service / Escalation Handling

Good to Have (Preferred Skills)

• Experience with CRM or ticketing tools such as Zendesk, Freshdesk, Salesforce or similar software.
• Previous experience in e-commerce, retail, D2C or consumer brands.
• Experience in handling customer escalations and complaint resolution.
• Knowledge of customer support processes and response time targets.