कस्टमर सपोर्ट एग्जीक्यूटिव

Job Description – Senior Customer Support Executive

Company: Courtyard Farms Private Limited
Department: Customer Support
Location: Delhi / Okhla
Experience: 3–5 Years

Job Summary

We are looking for an experienced and customer-focused Senior Customer Support Executive to manage customer queries, resolve complaints, improve customer satisfaction, and drive customer retention. The candidate will be responsible for handling escalations, building strong customer relationships, encouraging repeat purchases, and ensuring an excellent customer experience.

Key Responsibilities

• Handle customer queries and complaints through phone calls, WhatsApp, emails, and other communication channels.

• Manage customer escalations and ensure timely and effective resolution.

• Focus on customer retention by building long-term customer relationships and encouraging repeat purchases.

• Identify inactive or dissatisfied customers and conduct follow-ups to bring them back.

• Understand customer feedback, identify reasons for customer drop-offs, and take corrective actions.

• Implement customer engagement and retention strategies to improve repeat order rates.

• Coordinate with sales, operations, warehouse, and delivery teams to resolve order-related issues.

• Monitor order status, delayed deliveries, cancellations, refunds, and replacements.

• Maintain accurate records of customer interactions, complaints, feedback, and resolutions.

• Follow up with customers to ensure satisfaction and proper issue closure.

• Support and guide junior customer support team members.

• Prepare daily/weekly reports on customer queries, complaint resolution, customer retention, and repeat purchases.
  

Requirements

• Graduate from a recognised university.

• 3–5 years of experience in customer support, customer service, or customer relationship management.

• Excellent verbal and written communication skills.

• Strong problem-solving and complaint-handling abilities.

• Good knowledge of MS Excel and CRM/customer support tools.

• Experience in e-commerce, food, FMCG, or D2C businesses will be preferred.

• Ability to manage multiple queries and work in a fast-paced environment.
  

Key Skills

• Customer Support & Relationship Management

• Customer Retention & Repeat Sales

• Complaint & Escalation Handling

• Customer Engagement

• Team Coordination

• Problem Solving

• Reporting & Data Management
  

Interested candidates can share their CV at: hrm@courtyardfarms.com

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