Customer Support Executive

Company Description Urban Platter, founded in 2015 and headquartered in Mumbai, focuses on delivering “Simply Good Food” to individuals who value a personal connection with what they eat. The company aims to be a trusted destination for everyday essentials and gourmet products sourced from around the world. Its team invests significant research into each product to ensure quality, transparency, and ease of choice for customers. Urban Platter promotes a vibrant food-loving community that enjoys creating and sharing delicious dishes, encouraging engagement through platforms such as urbanplatter. Role Description This is a full-time, on-site Customer Support Executive role based in Mumbai. The Customer Support Executive will respond to customer queries across phone, email, chat, and social media, providing accurate information about orders, products, and policies. The role includes resolving issues related to deliveries, payments, returns, and product quality, while maintaining a courteous and solution-oriented approach. The individual will document interactions, follow up on pending cases, and collaborate with operations, logistics, and product teams to improve overall customer experience. The role also involves monitoring feedback, identifying recurring concerns, and suggesting improvements to enhance customer satisfaction and service efficiency. Qualifications Strong customer-facing skills, including Customer Support and Customer Service capabilities. Experience in maintaining Customer Satisfaction through effective communication and problem resolution. Ability to manage Online Support channels such as email, chat, and social media. Basic Technical Support skills for troubleshooting order, payment, and platform-related issues. Excellent spoken and written English; proficiency in local languages is an advantage. Comfort working with CRM tools, ticketing systems, and standard office software. Proactive, detail-oriented, and able to handle multiple customer queries in a fast-paced environment. Prior experience in e-commerce, retail, or food and beverage sectors is preferred. Diploma or bachelor’s degree in any discipline, or equivalent practical experience in customer support.