Customer Support Team Leader

• *Job Title: Customer Relationship Officer (CRO)**

Department: Customer Support \& Operations

Location: Sikar, Rajasthan (On\-site, Day Shift)

Employment Type: Full\-time

Salary Range: ₹18,000 – ₹24,000 / month

Job Overview

We are looking for a proactive and experienced Customer Relationship Officer (CRO) to manage high\-priority customer complaints, monitor online brand reputation, and ensure quick resolution of delivery and service escalations for our fast\-growing omni\-channel retail brand.

Key Responsibilities

Escalations \& Grievance: Resolve high\-priority customer complaints (delivery delay, damaged items, refund/exchange) via call and WhatsApp within 24 hours.

Online Reputation (ORM): Track and resolve negative reviews and comments on Instagram, Facebook, and Google to protect brand image.

Dispute Handling: Manage consumer complaints, chargebacks, and escalations with calm phone negotiations to prevent legal issues.

Courier Coordination: Daily follow\-up with courier partners (Delhivery, Bluedart, etc.) to clear stuck parcels and reduce RTO.

Team \& Reporting: Monitor frontline support executives, audit call/chat quality, and log daily escalation metrics on Google Sheets.

Requirements

1–3 years experience in Customer Support, Grievance Handling, or Banking/Finance telecalling.

Strong verbal Hindi communication and polite WhatsApp/email writing skills.

High patience and negotiation ability with upset customers.

Basic working knowledge of Google Sheets and WhatsApp Business.

Pay: ₹18,000\.00 \- ₹24,000\.00 per month

Benefits

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Internet reimbursement
• Leave encashment
• Provident Fund

Work Location: In person