Online Customer Support Executive

About US: JUST IN TIME is India’s leading retailer of global watch brands. We strive to provide all kinds of watches, from classic to the latest designs. As the authorised retailer of more than 40 international brands, we sell authentic products with warranties. JUST IN TIME has an amazing collection that showcases timeless design and innovation. We take steps to offer the best timepieces to our customers. JUST IN TIME has over 85 plus stores across India to offer the best daily wear, luxurious, fashionable, and smart watches.

Job Summary:

The Customer Support Executive will be responsible for overseeing and improving customer support operations to enhance customer satisfaction, loyalty, and retention. This role involves managing a team of customer service representatives, optimizing service processes, handling escalations, and ensuring seamless customer interactions across multiple channels, including chat, email, and phone support.

Key Responsibilities:

Customer Support Operations:

· Develop and implement customer support strategies to enhance the overall customer experience.

· Customer support operations, ensuring timely and effective resolution of customer inquiries and complaints.

· Improve customer support processes across all communication channels (email, chat, phone, and social media).

· Manage order-related issues, returns, refunds, and cancellations efficiently.

· Collaborate with logistics and fulfilment teams to resolve delivery-related concerns.

Customer Satisfaction & Retention:

· Track and analyze customer feedback, complaints, and satisfaction scores (CSAT, NPS, etc.).

· Identify common pain points and work with relevant teams (product, logistics, and marketing) to improve the customer experience.

· Develop initiatives to improve customer engagement and loyalty.

Technology & Process Improvement:

· Leverage CRM tools and automation to enhance efficiency.

· Implement and refine ticketing systems for streamlined query resolution.

· Analyze key customer service metrics and generate reports for management.

Key Performance Indicators (KPIs):

· Customer Satisfaction Score (CSAT): Maintain a high satisfaction level.

· Net Promoter Score (NPS): Improve brand loyalty and advocacy.

· First Response Time (FRT): Reduce the time taken to respond to customer queries.

· Resolution Time: Minimize time to resolve customer complaints.

· Customer Retention Rate: Improve repeat purchase behavior.

Qualifications & Skills:

· Bachelor’s degree in Administration, Customer Service, or a related field.

· 2-3 years of experience in customer service, (preferably in e-commerce or retail).

· Strong leadership and team management skills.

· Proficiency in CRM tools.

· Excellent problem-solving, conflict resolution, and decision-making skills.

· Strong communication skills with a customer-first mind-set.

· Ability to handle high-pressure situations and multi-task effectively.

· Familiarity with Omni channel customer support.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

Provident Fund
Work Location: In person