Customer Support Executive (Work from Home)

Job Overview

This role is tailored for individuals who can work remotely, ensuring smooth customer experiences for Furniva.in, an online furniture retailer launched in 2024. It involves a mix of customer communication, logistical coordination, and issue resolution, making it ideal for those comfortable with digital platforms and remote work setups.

Responsibilities and Qualifications

The position requires managing customer interactions, such as providing delivery updates and handling issues like damages or refunds, while also coordinating with internal teams and carpenters. Candidates should have excellent organizational and communication skills, basic spreadsheet knowledge, and the ability to work independently from home with a reliable internet connection. While customer service experience is preferred, it’s not mandatory.

Company Background and Role Context

Furniva.in, launched in 2024, positions itself as a leading online furniture store offering a seamless shopping experience with a wide range of high-quality products across India. The company’s mission emphasizes exceptional customer service, which is central to the Customer Support Executive (WFH) role. This position is critical for maintaining customer satisfaction, particularly given the complexities of furniture delivery, assembly, and post-purchase support.

Detailed Responsibilities

The responsibilities for the Customer Support Executive (WFH) are comprehensive, covering both customer-facing and internal coordination tasks. These include:

• Customer Communication and Updates: Calling customers to provide updates on order delivery, dispatch, and out-for-delivery status, ensuring transparency and managing expectations.
• Record Keeping and Assembly Coordination: Maintaining a record of completed deliveries using spreadsheet software (e.g., Google Sheets, Microsoft Excel) and providing product assembly updates. Additionally, the role involves aligning carpenters for assembly, with data provided by the company, indicating a logistical coordination aspect.
• Issue Resolution and Customer Flow: Handling customer issues, including damages, replacements, and refunds, to ensure satisfaction. The role also involves facilitating smooth customer flow by coordinating with departments like sales, marketing, logistics, and technical support, ensuring a seamless experience.
• Digital Communication: Sending messages via WhatsApp (provided by the company) and communicating through other social networks or e-commerce platforms.
• Logistics and Team Coordination: Providing customer pickup-related information in case of pickups and coordinating with the team, ensuring all logistical aspects are covered.

Qualifications and Requirements

The qualifications for the role are designed to ensure candidates can handle the multifaceted responsibilities effectively, especially in a remote setting. These include:

• Educational Background: A bachelor’s degree or equivalent experience is required, providing a baseline for professional capability.
• Communication Skills: Excellent verbal and written communication skills are essential, given the need for clear customer interactions via calls and digital platforms.
• Organizational and Technical Skills: Good organizational skills and attention to detail are necessary for maintaining delivery records and coordinating with carpenters. Basic knowledge of spreadsheet software is also required.
• Digital Tool Comfort: Comfort with digital communication tools like WhatsApp, social media, and e-commerce platforms is crucial.
• Remote Work Capability: The ability to work independently in a remote setting, with a suitable home office setup and reliable internet connection, is vital.
• Time Management: Good time management skills are necessary to handle multiple tasks.

Application Process

The application process is straightforward, requiring candidates to send their resume and cover letter to careers@furniva.in with the subject line “Application for Customer Support Executive (WFH)”. For more details are queries, interested candidates can directly call at +918929722253

Table: Summary of Key Responsibilities and Qualifications