Customer Support Advisor

About the role

Nobero is seeking a Customer Support Advisor to deliver excellent experiences through its chat channel. You will handle queries about orders, deliveries, returns, refunds, payments and products, ensuring empathy, accuracy and timely resolution.

Key responsibilities

• Respond to customer inquiries via chat professionally and efficiently.
• Resolve issues according to company policies, SOPs and product knowledge.
• Take ownership of cases, follow up and close tickets with complete documentation.
• Coordinate with Logistics, Warehouse, Finance and other internal teams.
• Escalate complex or sensitive matters with full context.
• Manage multiple conversations simultaneously while meeting CSAT, quality, productivity, FRT and SLA targets.
• Identify recurring problems and provide feedback for process improvement.

Required profile

• Graduate (any discipline).
• At least 1 year of customer support experience, preferably in e‑commerce, D2C or retail.
• Excellent written and verbal communication in English and Hindi.
• Strong listening, problem‑solving and decision‑making abilities.
• Ability to handle difficult customers and high‑volume periods.
• Willingness to work weekends and sale periods.

Required skills

• Experience with chat‑support tools such as Freshdesk, Zendesk, LimeChat or Intercom.
• Familiarity with Shopify or similar e‑commerce platforms.
• Basic knowledge of CRM/help‑desk systems.
• Proficiency in MS Excel and Google Sheets.

What we offer

• Opportunity to join a fast‑growing D2C fashion brand.
• Exposure to e‑commerce, logistics and customer experience operations.
• Structured training, coaching and continuous performance feedback.
• Career paths toward Senior Support, Quality, Training or Team Lead roles.
• Collaborative and engaging work environment.