Customer Support Agent

Overview

Be the first point of contact for customers and creators on Frankly Wearing, resolving shipping, refund, order and account queries quickly, accurately and with care.

What you'll do

• Handle customer and creator queries via email, live chat (WhatsApp), Instagram DMs, and calls where required: order status, shipping delays, refunds, reprints, account issues, and creator queries
• Follow standard operating procedures (SOPs) to deliver accurate, policy-compliant resolutions on first contact
• Log and categorize all tickets and conversations accurately
• Escalate cases that fall outside standard resolution paths to the Manager
• Participate in onboarding, training sessions, and team check-ins
• Flag recurring customer issues or process gaps to the Manager for review
• Use Zendesk once the company moves to it, after training

What you'll need

• 1+ years in customer service or support
• Excellent written and spoken Hindi and English: clear, professional, and empathetic communication
• Comfortable using AI tools to draft messages, replies, and scripts
• Graduate degree (any stream)

Nice to have

• Email, chat, or social media support experience
• Hands-on experience with Zendesk or a similar CRM / helpdesk tool

Details

• Location: Gurugram office
• Hybrid: 3 days a week in the Gurugram office
• Working hours: 10 AM – 7 PM (flexible timings)