CSE (customer Support Executive)

About the job

Company Description Tapify Innovations is Indias leading provider of smart NFC and QR-enabled products that help businesses grow through instant customer engagement. The company offers solutions such as Google Review Cards, Social Media Standees, and All-in-One Smart Business Cards that simplify how people connect and share information. Tapify focuses on reducing friction in customer interactions, enabling users to engage with a simple tap or scan, without any apps. Serving both small businesses and growing brands, Tapify helps organizations stand out, build trust, and connect more effectively with their audiences. Position Overview:We are looking for a dedicated and confident professional with 13 years of experience to join our team as a Customer Support Executive. The ideal candidate should have strong communication skills in both English and Hindi, the ability to confidently speak with customers, handle queries, provide information, and manage issue escalations professionally. The candidate will be responsible for handling customer calls, chat communication, courier/logistics issue coordination, maintaining reports, and ensuring smooth support operations.Key Responsibilities 1 Customer Calls (Inbound & Outbound)

• Answer all customer calls professionally.
• Provide information about products, orders, delivery updates, and customisation.
• Handle escalations and provide timely resolutions.
• Call customers for pending details (logo, links, customisation inputs).2 Chat Support Across All Platforms
• Respond to customer inquiries on:
• WhatsApp Business
• Instagram DM
• Facebook Chat
• Email
• Website Chat (if any)
• Maintain fast response time and a helpful tone.
• Share order updates, pricing, offers, and product guidance.3 Shiprocket Escalation Handling (ONLY Issues No Dispatch Tasks)
• Raise and track Shiprocket disputes for:
• Weight discrepancies
• Fake RTO cases
• Courier delivery delays
• Lost shipments
• Follow up with KAM (Key Account Manager) for dispute resolution.
• Coordinate with customers for delivery confirmations if required.4 Order & Support Coordination
• Update customer issues and comments in Google Sheets / CRM.
• Coordinate with design & production teams if customer requests updates.
• Maintain a log of escalations and resolutions.
• Provide daily summary of customer issues and follow-ups.

Education Qualification

• Minimum: Graduation (B.A / B.Com / BBA / B.Sc / Any equivalent degree)