Customer Support Executive

Company DescriptionP•TAL (Punjabi Thathera Art Legacy) is dedicated to reviving the ancient craft of the indigenous Thatheras community from Jandiala Guru, Amritsar, renowned for producing handcrafted brass, copper, and bell metal utensils using traditional techniques. Recognized as India's first craft to be inscribed on UNESCO's Representative List of the Intangible Cultural Heritage of Humanity in 2014, P•TAL strives to preserve this legacy by creating products that merge tradition with contemporary trends. Through its efforts, the organization transforms a historical craft into a thriving sustainable practice, symbolizing hope and cultural heritage.

Role DescriptionWe are seeking a full-time, on-site Customer Support Executive to join our team in Chandigarh. The individual will be responsible for addressing customer queries, ensuring customer satisfaction, managing online support channels, and resolving customer service issues promptly. The role also involves providing technical guidance when required, maintaining a professional demeanor in all customer interactions, and contributing to the continuous improvement of our customer support processes.

Grievance Handling: - Handle customer complaints, escalations, and grievances through calls, emails, WhatsApp, and CRM for India and International customers. - Ensure timely resolution as per company SLA. - Coordinate with internal teams (warehouse, logistics, finance, tech) for resolution. - Maintain grievance logs and prepare escalation reports.

Customer Support: - Handle pre-sales and post-sales customer queries. - Assist customers with order placement, payment issues, delivery status, returns, refunds, and replacements. - Provide accurate product information and usage guidance. - Maintain high CSAT and professional communication standards.

E-commerce Operations (Basic): - Manage orders on e-commerce platforms (Shopify / marketplaces). - Track shipments and coordinate with courier partners. - Update order status, cancellations, chargebacks domestic and international, refunds, and RTOs. - Support basic catalog, pricing, and offer updates. - Work on reports related to orders, returns, and customer issues.