Customer Support Executive

About DACS

DACS is focused on creating India's leading smart home and consumer electronics brand. Our mission is to provide premium technology that is both affordable and accessible, alongside delivering outstanding customer experiences at every interaction point.

Role Overview

As a Customer Support Executive at DACS, you will serve as the primary contact for customers, assisting them with product inquiries, order status, installation arrangements, warranty claims, troubleshooting, and related service requests across various communication channels including phone, email, WhatsApp, and chat. Your objective will be to ensure fast, friendly, and efficient support for all customers.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, WhatsApp, and social media.
• Handle customer complaints professionally within defined resolution timeframes.
• Log requests for installation, repairs, and warranty services.
• Coordinate with installation partners and service centers to ensure timely problem resolution.
• Monitor customer issues until they are fully resolved and maintain regular communication updates.
• Provide assistance for product setup and basic troubleshooting guidance.
• Maintain precise customer records in the CRM platform.
• Escalate complex or unresolved problems to senior support or technical teams.
• Gather customer feedback and relay valuable insights to internal teams.
• Achieve targets related to customer satisfaction, response times, and service quality KPIs.

Required Skills and Qualifications

• Fluency in verbal and written communication in English and Hindi.
• Strong customer service and problem-solving abilities.
• Calm and empathetic approach when handling difficult situations.
• Proficiency with computers and CRM or ticketing systems.
• Ability to juggle multiple tasks effectively in a fast-moving environment.
• Positive attitude focused on customer satisfaction.
• Bachelor's degree in any field is preferred.
• 1 to 3 years of experience in customer support, service, or call center roles preferred.
• Experience in consumer electronics, home appliances, e-commerce, or retail sectors is advantageous.
• Fresh graduates with outstanding communication skills are also encouraged to apply.

Performance Indicators

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• Ticket Closure Rate
• Customer Escalation Rate
• Quality Audit Score
• Attendance and Productivity Metrics

Benefits

• Join a rapidly expanding consumer electronics startup.
• Excellent opportunities for career advancement and skill development.
• Work within a collaborative and high-performing team culture.
• Competitive salary coupled with performance-based incentives.