Customer Care Executive

Customer Support Executive – STICK IT UP

About STICK IT UPSTICK IT UP is India's leading sticker and self-expression brand, serving lakhs of customers across the country. We create high-quality stickers, apparel, and lifestyle products that help people express themselves. With thousands of unique designs and a fast-growing community, we're building a brand that stands for creativity, individuality, and fun.

Position: Customer Support Executive

Location: Dahisar East, Mumbai

Job Type: Full-Time

Experience: 0–2 Years (Freshers with excellent communication skills can apply)

Role Overview

We are looking for a Customer Support Executive who can provide exceptional support to our customers across WhatsApp, Email, Instagram, and Phone calls. The ideal candidate should be customer-focused, detail-oriented, and capable of resolving queries efficiently while ensuring a positive brand experience.

• Key Responsibilities
• Customer Support Respond to customer queries via WhatsApp, Email, Instagram DMs, and Phone Calls.
• Resolve order-related concerns such as tracking, delivery delays, cancellations, returns, and replacements.
• Handle escalations professionally and ensure timely resolution.
• Guide customers through the ordering process and product selection.
• Order Management
• Coordinate with the warehouse and logistics teams regarding dispatch and delivery issues.
• Track shipments and provide accurate updates to customers.
• Process refunds, replacements, and order modifications as per company policies.
• Customer Experience
• Maintain high customer satisfaction and positive interactions.
• Convert unhappy customers into satisfied brand advocates through proactive problem-solving.
• Collect customer feedback and share insights with the management team.
• CRM & Reporting
• Update customer interactions accurately in CRM/helpdesk software.
• Maintain records of complaints, resolutions, and follow-ups.
• Prepare daily reports on customer queries, pending tickets, and escalations.

• Requirements
• Excellent verbal and written communication skills in English and Hindi.
• Basic computer proficiency (Google Sheets, Excel, Email).
• Ability to multitask and manage high query volumes.
• Strong problem-solving and conflict-resolution skills.
• Positive attitude and customer-first mindset.
• Prior experience in e-commerce customer support is a plus.

• Preferred Skills
• Experience with Shopify.
• Experience with customer support tools such as Reamaze, Gorgias, Freshdesk, or similar platforms.
• Understanding of courier and logistics processes.
• Familiarity with WhatsApp Business and Instagram customer support.
• Key Performance Indicators (KPIs)First Response Time (FRT)
• Average Resolution Time (ART)
• Customer Satisfaction Score (CSAT)
• Ticket Resolution Rate
• Customer Review Ratings
• Escalation Percentage

• What We Offer
• Opportunity to work with one of India's fastest-growing DTC brands.
• Young, energetic, and growth-focused work environment.
• Learning opportunities across e-commerce, operations, and customer experience.
• Performance-based incentives and growth opportunities.

Salary Range ₹8000 - 10,000 per month (Based on experience and skills)