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Role Overview: We are looking for a smart, proactive, and customer-focused Customer Support & Operations Executive to join our operations team. You will play a key role in managing customer relationships and coordinating backend operations to ensure smooth order fulfilment and satisfaction. Key Responsibilities: Customer Interaction: Handle queries and concerns via phone, WhatsApp, chat, and email with professionalism and empathy CRM Management: Log and manage customer tickets, orders, and updates using CRM tools and AI chat assistant Problem Solving: Resolve issues related to deliveries, returns, exchanges, product inquiries, and payments Order Tracking: Monitor orders through the entire delivery process, ensuring timely and accurate dispatch Logistics Support: Coordinate with our dispatch and courier partners to troubleshoot delivery exceptions Returns & Refunds: Handle return requests and initiate refund processes as per company policies Product Knowledge: Stay up to date with our catalog to help customers make informed decisions Customer Feedback: Collect and relay feedback to internal teams for service and product improvements Documentation: Maintain records of customer interactions, issues, and resolutions Team Collaboration: Work closely with logistics, marketing, and production to ensure smooth operations What We’re Looking For: Excellent English communication skills—spoken, written, and typing Comfortable with customer calls and handling queries with patience Proficient in using computers and CRM software Great problem-solving skills and a proactive attitude Hindi and English speaking skills are a strong advantage Prior customer support experience