Customer Support Executive

Responsibilities:

  • Respond promptly to customer inquiries via email, chat, WhatsApp, and phone.
  • Manage customer orders, track shipments, handle returns, exchanges, and refunds.
  • Resolve customer complaints effectively while maintaining brand tone and empathy.
  • Escalate complex queries to relevant departments (operations, logistics, finance).
  • Maintain accurate records of customer interactions in our CRM/support tools.
  • Follow company SOPs for ticket handling, return processing, and order escalations.
  • Gather and share customer feedback to improve processes and products.
  • Meet and exceed KPIs like response time, resolution time, and customer satisfaction score.


Requirements:

  • 1-2 years of experience in customer service (e-commerce preferred).
  • Excellent communication skills in English (Hindi or other regional languages are a plus).
  • Ability to stay calm under pressure and handle difficult conversations politely.
  • Familiarity with CRM/support tools (Freshdesk, Zendesk, Gorgias, or similar).
  • Strong problem-solving skills and attention to detail.
  • Basic knowledge of e-commerce platforms like Shopify, WooCommerce, or Amazon.
  • Comfortable working in shifts, including weekends if required.


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