Customer Service Representative

Location - Dadar, Mumbai

CTC - 4 lacs p.a.

Role Overview

Customer Service Associate

Key Responsibilities

• Manage daily customer queries received through the D2C website (NavneetStore.com), email, chat, WhatsApp, and phone.
• Handle customer concerns across marketplaces including Amazon, Flipkart, Snapdeal, Meesho, FirstCry, and others.
• Coordinate with logistics partners to resolve delivery issues such as delays, damages, returns, or non-delivery.
• Process order cancellations, returns, refund requests, and replacement requests as per SOPs.
• Maintain CRM entries, ticket logs, and ensure closure of all open cases within defined timelines.
• Share customer feedback, common issues, and trends with the D-Com team for product or process improvements.
• Help identify new product requirements through customer pain points.
• Support order-related backend activities such as checking payment status, verifying COD orders, and monitoring failed transactions.
• Follow escalation procedures and ensure timely follow-up until resolution.

Assist with customer service performance reports (daily/weekly/monthly).