Customer Support Executive

About Big Hello

Big Hello is a plus-size fashion brand offering stylish and comfortable fashion for men and women

across sizes XL to 7XL. We are looking for a warm, confident and customer-focused Customer

Support Executive to join our Bangalore team and help us deliver a great experience before, during

and after every purchase.

Role Overview

As a Customer Support Executive, you will be one of the primary points of contact for Big Hello

customers.

You will handle customer queries across phone and WhatsApp, assist with orders, sizing, returns

and exchanges, coordinate with internal teams to resolve issues, and ensure customers receive

clear and timely updates.

This role requires someone who communicates well, stays calm when handling difficult

conversations and genuinely enjoys helping people.

Key Responsibilities

Handle incoming customer calls and WhatsApp queries professionally and promptly.

Assist customers with order status, delivery updates, product information and general

queries.

Help customers choose the right size and provide basic product and fit guidance.

Handle requests related to returns, exchanges, refunds and order cancellations according to

company policies.

Support customers facing delayed deliveries, damaged products, incorrect products or

payment-related issues.

Coordinate with Operations, Warehouse, Logistics and Finance teams when cases require additional support.

Follow up on open customer issues until they are resolved instead of simply forwarding

them to another team.

Maintain accurate records of customer interactions, complaints, resolutions and follow-ups.

Categorise customer issues so recurring problems can be identified and addressed.

Collect customer feedback and help the team understand common concerns, product

feedback and improvement opportunities.

Handle dissatisfied or angry customers calmly and work towards a practical resolution.

Maintain Big Hello's warm, inclusive and respectful brand tone in every customer

interaction.

What We're Looking For;

Strong verbal and written communication skills.

Comfortable communicating with customers over both phone and WhatsApp.

Fluency in English and Hindi is preferred. Knowledge of Kannada or other regional languages

is an advantage.

Patient, empathetic and confident while handling customers.

Good problem-solving ability and willingness to take ownership of customer issues.

Basic computer skills and ability to learn tools such as Shopify, WhatsApp Business and

customer-support systems.

Organised and able to manage multiple customer cases and follow-ups.

Comfortable coordinating with different internal teams to get issues resolved.

Interest or experience in fashion, retail or e-commerce is an advantage.

Experience

Preferred: 1–3 years of experience in customer support, customer service, retail, e-commerce, D2C

or a similar customer-facing role.

Freshers with excellent communication skills and the right attitude may also be considered.