Customer Acquisition Specialist

About the job:We are looking for a highly driven Executive Customer Support who can independently own customer interactions from first contact through final resolution. This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions.

Key Responsibilities:

1. Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.

2. Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout.

3. Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time.

4. Independently investigate customer issues, identify the root cause, and determine the best possible resolution.

5. Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment.

6. Proactively coordinate with billing, technology, operations, and other internal teams to resolve customer concerns.

7. Identify recurring customer pain points and escalate systemic issues before they impact more customers.

8. Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions.

9. Work with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies.

10. Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome.

What You'll Get:

1. The opportunity to take meaningful ownership of the end-to-end customer experience.

2. Freedom to identify problems and contribute ideas that directly improve customer experience and operational efficiency.

3. Strong opportunities for learning, responsibility, and career growth.Who can apply:Only those candidates can apply who:have minimum 1 years of experienceSalary:₹ 3,00,000 - 4,00,000 /yearExperience:1 year(s)Deadline:[hidden]:59:59Skills required:English Proficiency (Spoken) and English Proficiency (Written)Other Requirements:1. Bachelor's degree or equivalent professional experience.2. Experience in customer support/customer service, preferably within e-commerce, technology, consumer internet, or a fast-paced startup environment.3. Proven ability to independently manage customer cases and complex escalations.4. Excellent written and verbal communication skills.5. Comfortable working with customer support metrics such as CSAT, NPS, SLA, response time, resolution time, and FCR.6. Strong working knowledge of CRM, chat, email, and ticketing platforms.7. Experience handling customers over chat.8. Genuinely cares about finding the best possible resolution for the customer.9. Takes ownership and stays accountable until problems are solved, rather than simply forwarding them.10. Comfortable making decisions, prioritizing cases, and moving things forward independently.11. Looks beyond the immediate complaint to understand and solve the underlying problem.About Company:Cityfurnish is a one-stop solution for rental furniture and furnishings in India. We provide affordable furniture packages across three categories - bedroom, dining room, and living room. We have flexible rental contracts with easy payment options. We offer designer wood furniture for more luxury and comfort.

Responsibilities

We are looking for a highly driven Executive Customer Support who can independently own customer interactions from first contact through final resolution. This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions.

Key Responsibilities:

1. Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.

2. Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout.

3. Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time.

4. Independently investigate customer issues, identify the root cause, and determine the best possible resolution.

5. Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment.

6. Proactively coordinate with billing, technology, operations, and other internal teams to resolve customer concerns.

7. Identify recurring customer pain points and escalate systemic issues before they impact more customers.

8. Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions.

9. Work with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies.

10. Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome.

What You'll Get:

1. The opportunity to take meaningful ownership of the end-to-end customer experience.

2. Freedom to identify problems and contribute ideas that directly improve customer experience and operational efficiency.

3. Strong opportunities for learning, responsibility, and career growth.