Job Description
Wildglow Cosmetics Pvt. Ltd., a fast-growing Korean skincare brand, is seeking an experienced Client Support Executive for an immediate, full-time position at our Andheri West office. This is a critical role within our e-commerce operations, focused on delivering exceptional customer support and managing post-purchase processes. You will be responsible for handling key operational challenges including Non-Delivery Reports (NDR), Return-to-Origin (RTO) cases, and service recovery for abandoned calls.
Your primary duties involve coordinating with logistics and operations teams to resolve delivery issues, conducting proactive customer feedback calls to gather insights, and ensuring all customer interactions are logged and resolved efficiently in our CRM system. The role requires a customer-centric professional who can work calmly under pressure in a fast-paced environment, providing clear communication and timely updates to customers to enhance their overall brand experience.
Key Responsibilities:
• Handle and resolve Non-Delivery Reports (NDR) by coordinating with logistics partners.
• Manage Return-to-Origin (RTO) cases to ensure successful closure and recovery.
• Follow up on abandoned calls and execute service recovery protocols.
• Conduct customer feedback calls, document insights, and share with relevant teams.
• Coordinate with Logistics, Operations, and Internal Teams for swift issue resolution.
• Maintain accurate and detailed records of all interactions in the CRM system.
• Provide timely, clear, and empathetic communication to customers.
Skill Requirement
We are looking for a candidate with a minimum of 3.5 years of hands-on experience in customer support, preferably within an e-commerce or D2C environment. You must have direct experience managing NDR, RTO, abandoned calls, and feedback processes. Strong verbal and written communication skills are essential, along with proficiency in using CRM tools and support systems.
The ideal candidate is a proactive problem-solver with excellent multitasking and time-management abilities. A team-first attitude and the ability to remain calm and efficient while resolving issues are crucial. This position is strictly for immediate joiners willing to work from our Andheri West office on a 6-day schedule.
Required Skills & Competencies:
• Minimum 3.5 years of experience in customer support (e-commerce/D2C preferred).
• Hands-on experience with NDR, RTO, Abandoned Calls, and Feedback calls.
• Strong verbal and written communication skills.
• Proficiency with CRM tools and customer support software.
• Excellent problem-solving, multitasking, and time-management skills.
• Calm, efficient, and customer-focused attitude with a team-first mindset.
Job Details:
• Pay: Up to ₹40,000 per month (CTC: ₹3.5 – ₹4.5 LPA)
• Job Type: Full-time
• Location: Andheri West, Mumbai (Work From Office)
• Schedule: Monday to Saturday (6 days), 11:00 AM – 8:00 PM
• Joining: Immediate (within 7 days). Candidates on notice period should not apply.