Customer Support Executive (Software Management & Escalations)

About the Role

This position is for a customer support and operations professional in a sofa and furniture business. The role combines customer communication, complaint handling, and day-to-day work on the company’s internal software system.

Key Responsibilities

• Speak with customers in a courteous and professional manner over calls and chat to address product-related issues.
• Handle complaints linked to damaged products, delivery concerns, and repair requirements.
• Maintain and refresh the order tracking and complaint records on a daily basis.
• Work with delivery partners and keep shipment progress updated in the system.
• Review customer-shared photos of damaged furniture and initiate repair or replacement requests as needed.
• Manage multiple tasks at the same time and stay organized while handling escalations.

Work Focus

The role requires a mix of customer support, backend coordination, and software-based order management to ensure complaints are resolved smoothly and records remain accurate.