कस्टमर केयर एग्जीक्यूटिव

Job Description

• Customer Support & Sales Executive

• Location: Uttam Nagar Delhi ( Nearby candidate preferred)

• Company: Fedus

• Experience: 1–3 Years

• Qualification: Graduate (Preferred)

• Role Overview

Fedus is looking for a proactive and customer-focused Customer Support & Sales Executive to manage all incoming customer interactions across multiple channels. As we currently operate from our warehouse facility, the executive will work closely with the warehouse and logistics team to ensure real-time resolution of customer queries, order updates, and delivery concerns.

This role combines customer support, inbound sales handling, and coordination with operations.

Key Responsibilities

Multi-Channel Customer Support, Handle customer queries via:

• Social Media (Instagram, Facebook, etc.)

• Website Chat

• Incoming Calls

• Emails

• Other relevant platforms

• Provide accurate information about products, pricing, and order status.

• Convert inquiries into sales wherever applicable.

Sales Coordination

• Manage sales website inquiries.

• Make outgoing calls for:

• Lead conversions

• Upselling / cross-selling opportunities.

Feedback

• Collect and document feedback ( reviews ) from both new and existing customers to improve overall customer experience.

• Maintain review tracking sheet.

• Assist customers in activating warranty for newly purchased products and ensure proper documentation in the CRM system.

• Track delayed shipments ( in coordination with the logistics team) and update customers proactively.

• Coordinate with the complaint team for returns/refunds when required.

CRM & Documentation

• Maintain proper records in CRM software.

• Update: Order details, Call notes, Customer interactions, Escalations

• Ensure every customer interaction is logged properly.

Required Skills

• Draft and respond to professional emails.

• Handle customer complaints in writing.

• Maintain polite, clear, and solution-oriented communication.

• Fluent in English (spoken & written)

• Basic email drafting & reading skills

• Knowledge of CRM software

• Strong follow-up skills

• Good coordination skills with internal teams

• Sales-oriented mindset

• Ability to handle customer pressure professionally

Preferred Qualities

• Experience in D2C / e-commerce brand

• Experience in warehouse-based coordination

• Problem-solving mindset

• High ownership attitude.

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