Customer Support Specialist

Job Description

Company Overview

“MyAlphonso”, a sub brand of BlobCity, is a fast-growing e-commerce brand committed to delivering the freshest and most authentic Alphonso Mangoes directly from the orchards of Ratnagiri and Devgad to our customers’ doorsteps. Our mission is to uphold the legacy of India’s most beloved mango while providing an exceptional online buying experience. As a seasonal, high-demand product, customer satisfaction is at the heart of our business.

Position Summary

As a Customer Support Executive , you will be responsible for ensuring a seamless and positive customer experience across all touchpoints. You will handle inquiries, complaints, order issues, and feedback with empathy, accuracy, and efficiency, helping us maintain a reputation for exceptional service and premium product quality.

Key Responsibilities

1. Customer Communication Respond to customer queries via email, chat, phone, WhatsApp, and social media DMs.
Educate customers on Alphonso mangoes & other varieties, origin, ripening timelines, shelf life, and storage instructions.
Handle pre-sales inquiries (e.g., delivery timelines, order quantity recommendations, and mango quality) and post-sales support (e.g., order tracking, issues, or replacements).

2. Order & Delivery Support Monitor and manage order fulfilment statuses using the internal e-commerce dashboard or third-party logistics tools.
Coordinate with logistics and warehouse teams to ensure timely delivery, especially during peak season.
Resolve delivery issues such as delays, damaged packages, incorrect orders, or missing items promptly.

3. Issue Resolution Address customer complaints regarding quality, ripeness, spoilage, or delayed delivery.
Ensure accurate and fair resolutions through refunds, or replacements in accordance with company policies.
Escalate complex or sensitive issues to the Customer Support Manager or Quality Assurance team.

4. Customer Feedback & Insights Collect and document customer feedback to support continuous product and service improvements.
Maintain a knowledge base of frequently asked questions (FAQs) and customer concerns for internal and external use.
Track recurring issues to identify process improvements or training needs.

5. Systems & Documentation Log all interactions and resolutions in CRM software (e.g., Freshdesk, Zendesk, HubSpot).
Generate daily/weekly reports on customer queries, ticket volumes, resolution times, and satisfaction ratings.
Maintain accuracy in order documentation, customer records, and service history.

Required Skills & Qualifications

Bachelor’s degree in any discipline (preferred: Communication, Business Administration, Hospitality).
1–3 years of experience in a customer support or service role, preferably in e-commerce or FMCG sectors.
Excellent verbal and written communication skills in English. Fluency in Hindi and/or Marathi is a plus.
Strong interpersonal skills and a calm, patient approach when handling stressed or frustrated customers.
Proficiency with customer service tools and e-commerce platforms (Shopify, WooCommerce, or similar).
Ability to multitask, manage time effectively, and work under pressure.
Creative with a problem solving mindset.

Preferred Attributes

Passion for food, agriculture or relevant fields.
Prior experience in handling perishable product support or high-volume seasonal operations.
Willingness to work flexible shifts, including weekends, during peak demand.
Team player who thrives in a fast-paced and customer-centric environment.

What We Offer

Opportunity to work with a growing D2C (direct-to-consumer) brand in the premium food space.
Friendly, collaborative work culture focused on quality and integrity.
Product training and access to our supply chain experts to better understand Alphonso mangoes.

CTC

INR 3,00,000 p.a.