Customer Support Executive

Job Summary:

We are seeking a Customer Support Executive who is passionate about wellness, fitness, and helping people lead healthier, more active lives. In this role, you will serve as the first point of contact for customers across various channels voice, chat, email, or social media and provide product information, resolve queries, and ensure a delightful customer experience. This role is ideal for individuals who understand or are enthusiastic about wellness, fitness gear, nutrition, or active living and who can communicate effectively with a diverse set of customers. You will be a key part of the team responsible for building trust, enhancing customer satisfaction, and supporting the brand s mission of promoting a healthy lifestyle.

Key Responsibilities:

1. Customer Communication & Query Handling

• Respond promptly and professionally to customer inquiries via phone, email, chat, or social media platforms.
• Provide accurate information about wellness and fitness products such as supplements, wearables, workout plans, health services, or memberships.
• Assist customers in tracking orders, processing returns or exchanges, booking appointments (if applicable), and understanding wellness packages.

2. Product & Service Guidance

• Educate customers on product usage, benefits, ingredients, dosages, or compatibility with lifestyle goals.
• Understand different customer personas such as gym-goers, yoga practitioners, nutrition-conscious buyers, and guide them accordingly.
• Upsell or recommend complementary products based on customer preferences and health goals.

3. Complaint Resolution & Escalation

• Resolve customer complaints with empathy, clarity, and speed to ensure customer satisfaction.
• Document recurring issues and share insights with product, logistics, or technical teams for resolution.
• Escalate complex cases to senior support staff or specialist departments as per defined SLAs.

4. Order Management Support

• Provide support with order placement, billing questions, payment confirmations, or subscription queries.
• Collaborate with logistics partners to resolve delivery delays or issues.
• Ensure CRM records are updated with all relevant interaction history.

5. Customer Feedback & Relationship Building

• Collect feedback from customers about their experience with products or services.
• Participate in post-purchase follow-ups to ensure usage satisfaction.
• Help build customer loyalty by suggesting personalized wellness plans or solutions.

6. Wellness-Focused Communication

• Communicate in a tone that reflects the brand 's healthy lifestyle ethos friendly, motivational, and empathetic.
• Stay updated on the latest wellness trends, health guidelines, and product developments to better assist customers.