Customer Support Executive (Noida)

Customer Support Executive (Noida)

About Us

Pratham Books (www.prathambooks.org) is a not-for-profit children’s book publisher that was set up in 2004 to publish good quality, affordable books in many Indian languages. Our mission is to see ‘a book in every child’s hand’ and we have spread the joy of reading to millions of children in India. As a publisher serving every child in India, Pratham Books has always pushed the boundaries when it comes to exploring innovative ways in which to create access to joyful stories and have been fortunate in finding partners to collaborate with who share this vision.

In 2015, Pratham Books’ increased its footprint by going digital and launching StoryWeaver. StoryWeaver (www.storyweaver.org.in) aims at enabling book security at scale, by pioneering a new, inclusive approach to book creation and distribution. StoryWeaver provides open access to multilingual storybooks that can be read online, offline or downloaded & printed for non-digital environments.

We Are Hiring • Full-Time

Customer Support Executive

We are looking for an organized, proactive, and dependable professional to handle customer interactions, order processing, and operational follow-ups.

Experience
2–3 Years
Qualification
Graduate and above
Location
Noida Office
Employment Type
Full-Time (5 days/week)
Department
Customer Support / Operations

About the Role

We are looking for a Customer Support Executive with 2–3 years of relevant experience who is confident in handling customer interactions, coordinating orders, maintaining CRM records, and managing day-to-day operational follow-ups.

The ideal candidate should have excellent communication and interpersonal skills, be organized and proactive, and be comfortable coordinating with clients as well as internal teams such as sales, warehouse, logistics, and operations.

Key Responsibilities

  • Handle customer/client inquiries through calls, emails, WhatsApp, and other communication channels.
  • Respond to customer queries professionally and ensure timely resolution of issues.
  • Make and attend customer calls for order updates, queries, confirmations, and follow-ups.
  • Maintain accurate and timely CRM entries, including customer interactions, order status, follow-ups, and other relevant information.
  • Manage order processing from order receipt through dispatch, ensuring all details are accurately captured.
  • Coordinate online orders and ensure timely processing and fulfillment.
  • Coordinate closely with the warehouse team for order preparation, stock availability, packing, and dispatch.
  • Coordinate with logistics/courier partners regarding shipments, deliveries, tracking, delays, and exceptions.
  • Follow up regularly on dispatches and deliveries and proactively communicate updates to clients.
  • Conduct cross-functional follow-ups with Sales, Warehouse, Logistics, Accounts, and other teams to ensure smooth execution of customer requirements.
  • Track pending orders, shipments, customer requests, and other open tasks until closure.
  • Maintain proper documentation and records related to customer orders and communications.
  • Escalate customer issues or operational challenges to the concerned team/manager when required.
  • Support the team with routine operational and administrative work to ensure smooth day-to-day functioning.
  • Ensure a high level of customer satisfaction through timely communication, ownership, and follow-through.
  • Take ownership of assigned tasks and ensure that pending activities are followed up and closed within timelines.
  • Maintain a tracker of pending payments and follow-ups and ensure timely escalation of long-pending payments.
  • Attend and represent the organization at book fairs, exhibitions, and other relevant industry events.
  • Interact with visitors, clients, distributors, and business partners during book fairs and provide information about products and offerings.
  • Coordinate pre-event and post-event activities, including inventory, display materials, order requirements, customer inquiries, and follow-ups.

Required Skills & Competencies

  • Excellent verbal and written communication skills.
  • Good telephone etiquette and confidence in interacting with clients.
  • Strong follow-up and coordination skills.
  • Ability to manage multiple orders, inquiries, and tasks simultaneously.
  • Good working knowledge of CRM systems and basic computer applications.
  • Familiarity with order processing, online orders, warehouse coordination, and logistics.
  • Strong attention to detail.
  • Proactive approach with a strong sense of ownership and responsibility.
  • Ability to work effectively with multiple internal teams.
  • Good problem-solving and interpersonal skills.
  • Ability to work in a fast-paced, deadline-driven environment.

Ideal Candidate Will Have

We are looking for someone who is organized, dependable, responsive, and comfortable with routine follow-ups and coordination work. The person should be able to communicate confidently with clients, keep CRM and order records updated, coordinate effectively across departments, and ensure that tasks are followed through to completion.

  • Graduate in any discipline.
  • 2–3 years of relevant experience in customer support, customer service, order management, sales coordination, operations, or a similar role.
  • Candidates with experience in CRM handling, order processing, logistics coordination, and client communication will be preferred.

In short: Someone who can take ownership of day-to-day customer and order-related activities and ensure that nothing falls through the cracks.

Compensation

Salary will be commensurate with qualifications and experience.

Write to Us

Email your resume with ‘Customer Support Executive’ in the subject line to:

[email protected]