Customer Care Executive

Customer Support Executive – Junior

Brand: dokro

Experience: 0–2 years

About the Role:

We are looking for a Customer Support Executive to manage customer queries, warranty requests, and product-related issues for dokro.

This is a customer-facing role where you will be responsible for understanding customer problems, providing the right solution, coordinating internally when required, and ensuring that every support request is properly followed through until resolution.

We are looking for someone who is patient, calm, responsible, organized, and proactive rather than someone who simply sends template responses.

• Key ResponsibilitiesRegularly manage customer chats and queries related to product usage, warranty registration, warranty claims, and other support requirements.
• Help customers understand how to use products and troubleshoot basic product-related issues.
• Understand the issue reported by the customer and identify the most appropriate solution as per company SOPs.
• Coordinate with the Quality Team when customers report product defects or recurring quality issues.
• Escalate major or unusual product issues to management when required.
• Identify recurring customer complaints and common product issues and prepare a weekly summary/report for management.
• Maintain proper tracking of all warranty and service requests from initiation until closure.
• Coordinate reverse pickups for products received under warranty/service requests.
• Initiate returns or replacement/service processes as per company policies.
• Share pickup, shipment, and tracking details with customers and keep them informed about the status of their requests.
• Follow up internally to ensure customer issues are resolved within the expected timelines.
• Maintain accurate records of customer complaints, warranty cases, resolutions, and pending actions.
• Skills & Qualities RequiredStrong patience and ability to calmly handle customers, including dissatisfied customers.
• Good written and verbal communication skills.
• Ability to understand a customer's problem before suggesting a solution.
• Comfortable following defined SOPs and processes.
• Proactive about following up on pending cases instead of waiting for reminders.
• Good attention to detail and ability to maintain proper records.
• Ability to coordinate with multiple internal teams.
• Basic analytical ability to identify recurring complaints and patterns.
• Comfortable using WhatsApp, spreadsheets, customer-support tools, courier portals, and other basic software.

Who Would Be a Good Fit?This role is suitable for someone who:

• Has 0–2 years of experience in customer support, customer service, operations, or a similar role.
• Is comfortable dealing with customers throughout the day.
• Does not get frustrated easily when handling repetitive questions or difficult situations.
• Takes ownership of a customer issue until it is resolved.
• Is organized and good at keeping track of multiple open cases simultaneously.
• Is willing to learn about consumer appliances and understand basic product troubleshooting.

Freshers with strong communication skills, patience, and a responsible attitude can also apply.