Customer Support Executive

Company Name: Vergo Pvt Ltd.                                                                              www.vergo.online
Position: Customer Service Executive

Location: Kalyan (Onsite)

Role Summary:

We are seeking a Customer Service Executive who will be responsible for delivering a high-quality customer experience by taking complete ownership of customer interactions. The role involves resolving customer queries efficiently, building strong customer relationships, and proactively driving customer reviews and feedback. Experience in a D2C environment will be an added advantage.

Key Responsibilities:

· Handle customer queries and concerns across multiple channels including calls, emails, messaging platforms, and marketplace portals.

· Take end-to-end ownership of customer issues from initiation to closure, ensuring timely and satisfactory resolution.

· Build rapport with customers through clear, professional, and empathetic communication.

· Proactively request and encourage customer reviews and feedback post successful resolution.

· Coordinate with internal teams such as operations, logistics, sales, and accounts to resolve customer issues effectively.

· Maintain accurate records of customer interactions, issues, and resolutions in CRM or ticketing systems.

· Monitor recurring issues and share insights to improve processes, product quality, and customer experience.

· Adhere to defined service quality standards, turnaround times, and customer satisfaction metrics.

Required Skills & Qualifications:

· Proven experience as a Customer Service / Customer Support Executive.

· Prior experience working with a D2C brand or e-commerce environment is a strong advantage.

· Excellent verbal and written communication skills

· Strong problem-solving and customer-handling abilities.

· Ability to manage multiple tasks and prioritize effectively.

· Working knowledge of CRM tools, ticketing systems, and MS Excel / Google Sheets.

· Willingness and enthusiasm to learn new tools, processes, and products.

Desired Attributes:

1.     Strong sense of ownership and accountability.

2.     Customer-centric mindset with attention to detail.

3.     Proactive, self-motivated, and result-oriented.

4.     Calm, professional, and solution-focused approach.

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