Customer Support Executive

Shyaway · India

Company Description Shyaway is an innovative lingerie brand founded with a mission to empower customers through comfortable and luxurious intimate wear. The brand focuses on making lingerie shopping simple, enjoyable, and accessible to a wide audience. Shyaway operates exclusively through its online platform, offering a broad range of products including bras, panties, loungewear, sportswear, babydoll, sleepwear, shapewear, legwear, and accessories. The company is known for its vibrant collections and commitment to quality, comfort, and style. Team members join a growing e-commerce brand that values customer experience and product innovation.

Job Title: Customer Support Executive / Sr. Customer Support Executive

Department: Customer Care Team

Reports To: Customer Care Team Leader

Location: Chennai

Employment Type: Full-Time

Job Description:

The Customer Care Executive/ Sr Executive is responsible for delivering exceptional support and service to customers. This role involves handling customer queries, customer escalations, resolving issues and ensuring a seamless customer experience to enhance retention and satisfaction.

You will be the first point of contact for customers, playing a key role in maintaining customer loyalty and upholding the company’s reputation.

Key Roles & Responsibilities:

Inbound & Outbound Calling

• Handle customer queries via incoming calls professionally and efficiently

• Make outbound calls for follow-ups, promotions, feedback, and lead conversion

• Explain products/services clearly and resolve customer concerns

• Maintain call quality and accurate call records

Sales & Lead Conversion

• Convert inquiries into successful sales

• Achieve daily, weekly, and monthly sales targets

• Upsell and cross-sell products/services wherever appropriate

• Update CRM with leads, follow-ups, and closures

Email & Chat Support

• Respond to customer emails and live chats promptly and professionally

• Provide complete and accurate information to customers

• Maintain proper documentation of conversations

Customer Relationship Management

• Build strong relationships with customers

• Ensure customer satisfaction and retention

• Collect customer feedback and share insights with the team

Reporting & Documentation

• Maintain daily call, sales, and follow-up reports

• Track customer interactions in CRM systems

• Follow company policies, scripts, and escalation procedures

Required Skills & Qualifications

• Any graduate / under-graduate

• Excellent communication skills in English and [Local Language]

• Basic computer knowledge (MS Excel, CRM, email handling)

• Good sales persuasion and negotiation skills

• Ability to handle pressure and meet targets

• Customer-first attitude and problem-solving skills

Preferred Skills

• Experience in BPO, Call Centre, Sales, or Customer Support

• Knowledge of chat tools, ticketing systems, and CRM software

• Multilingual communication is an added advantage

Qualifications & Skills:

• Bachelor’s degree.

• Excellent communication and interpersonal skills.

• Strong problem-solving and conflict-resolution abilities.

• Ability to multitask, prioritize, and manage time effectively.

• Computer skills