Customer Support Executive

Overview

Join Homevista Decor and Furnishings Private Limited, operating as HomeLane, a Bengaluru-based interior design and manufacturing company with a strong presence across India. We seek a Customer Support Executive to manage the customer journey from design handover through project completion with a focus on maintaining superior customer satisfaction and loyalty metrics.

Key Responsibilities

• Oversee customer interactions throughout the entire process from design delivery to project completion and handover, ensuring smooth experiences and consistently high CSAT and NPS scores.
• Serve as the chief liaison for clients, proactively addressing their inquiries, resolving concerns, and gathering their feedback to sustain satisfaction levels.
• Handle and prioritize customer and internal tickets and escalations, resolving issues efficiently.
• Collaborate closely with internal teams such as Sales, Design, Project Management, and Operations to coordinate updates, timelines, and issue resolution.
• Ensure timely collection of payments aligned with project milestones while preserving positive relationships with customers.
• Monitor customer sentiment by initiating outreach to prevent dissatisfaction and convert challenges into positive experiences.
• Conduct face-to-face consultations at studios or stores and occasionally perform site visits to assure hands-on satisfaction and problem resolution.
• Track key health indicators of customer accounts and identify potential risks early, contributing to CSAT and NPS reporting.

Requirements

• A bachelor's degree in any discipline; an MBA or certifications related to Customer Experience or Customer Success are advantageous.
• Between one to three years of experience in customer success, account management, or support roles, ideally within home services, real estate, or e-commerce sectors.
• Excellent communication skills, adept in email, phone interactions, CRM software such as Zendesk or Salesforce, alongside ticket management tools.
• Comfortable with direct customer engagement, attending in-person meetings, occasional site visits, and working cross-functionally.
• Proficient with data analysis related to customer satisfaction metrics, sentiment tracking, and basic spreadsheet tools like Google Sheets or Excel.
• Exhibits empathy, strong organizational skills, and the ability to remain composed in a fast-paced setting.

Eligibility

This opportunity is open to candidates holding a bachelor's degree or higher qualifications.