Sr. Customer Support Executive

Company Description

Moms Home is a leading D2C brand specializing in organic clothing and essentials for moms and babies. We are committed to delivering ultra-soft, toxin-free cotton clothing that’s gentle on a baby’s delicate skin. With a mission to offer comfort, safety, and quality, we aim to support parents by providing the best for their little ones.

Role Overview

We are seeking a passionate and experienced Sr. Customer Service Executive to join our growing team in Jaipur. This is an on-site, full-time position where you will be the primary point of contact for customers, ensuring a smooth and satisfying experience with our brand. Your goal will be to provide exceptional customer support, manage customer relationships, handle queries efficiently, and contribute to enhancing overall customer satisfaction and loyalty.

Key Responsibilities

Handle customer inquiries through various channels (calls, email, WhatsApp, etc.) in a timely and professional manner.

Provide accurate product information, resolve issues, and offer technical support when needed.

Manage and analyze customer feedback to improve service and enhance the overall customer experience.

Implement and support automation tools (e.g., LimeChat, Interakt, KwikReply) for streamlined communication.

Maintain a high level of customer satisfaction by offering personalized solutions and maintaining a positive brand image.

Drive customer loyalty and retention through rewards programs and relationship management.

Analyze customer data and market segmentation to support business growth and optimize support strategies.

Coordinate with internal teams (sales, operations, product) to ensure seamless service delivery.

Qualifications & Skills

Minimum 3 years of experience in customer service or customer service management.

Excellent communication and problem-solving skills.

Strong command of English (both written and verbal).

Experience with WhatsApp automation tools like LimeChat, KwikReply, or Interakt is preferred.

Basic knowledge of email marketing tools is a plus.

High attention to detail and strong organizational skills.

Ability to work collaboratively in a team environment and independently when needed.

Previous experience in a D2C brand or eCommerce environment is an added advantage.

Bachelor's or Master’s degree in Business Administration or related field is preferred.