Customer Support Executive

About Aramya

Our vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves.

We're well funded, with $20M raised from marquee investors like Accel, Z47 and industry veterans. Our first brand, Aramya, launched in 2024, achieved 40 Cr in revenue in its very first year, powered by a proprietary supply chain, in-house manufacturing, and data-led designing.

Today, we're operating at a 200 Cr ARR and scaling fast across D2C and retail stores.

Website: www.aramya.in

Our Team: https://shorturl.at/l6uYJ

About the role

Were looking for a passionate and proactive Customer Support Agent to help us deliver exceptional customer experiences.

Key Responsibilities

• Respond promptly and accurately to customer queries via chats and calls, and reach out to customers proactively wherever required.
• Gather valuable customer feedback and insights through calls and share notes with Product, Sales, and Marketing teams to drive continuous improvement and innovation.
• Update internal databases with information related to technical issues and productive discussions with customers, ensuring a seamless support experience.
• Monitor customer complaints on social media platforms and promptly reach out to provide resolutions, demonstrating empathy and understanding.
• Coordinate with Delivery Partners to ensure the timely dispatch and delivery of products, proactively addressing any logistical challenges that may arise.
• Connecting with the reporting manager or highlighting cases for faster resolution or escalated or long pending issues.
• Adhering to all the set SOPs and executing all assigned tasks diligently to ensure 100% customer delight.
• Work with a 6-day working schedule, week-offs on a roster basis

Key Qualification & skills

• 6 months to 3 years of experience in a Customer Service or Chat Support role.
• Excellent written communication skills in English (grammar, clarity, and tone are essential).
• Good typing speed with high accuracy (minimum 3040 WPM preferred).
• Strong interpersonal skills with the ability to handle multiple chats simultaneously.
• Proficiency in chat support tools such as Freshchat / Freshdesk, Google Sheets, and internal CRM tools.
• Ability to understand customer concerns quickly and respond with clear, solution-oriented messages.
• Ability to turn customer dissatisfaction into a positive experience through effective written communication.
• Basic knowledge of suggestive selling and upselling through chat interactions.

Location: Gurugram (AIHP Palms, Plot number 242, 243, Phase IV, Udyog Vihar, Sector 18, Gurugram)