Customer Support Executive

About Capes India: Capes India is a fast-growing D2C e-commerce brand creating premium tech accessories—ranging from skins for phones, laptops, and cameras to MagLock wallets, car mounts, and more. We're a design-first, innovation-driven team passionate about delivering top-notch products and an exceptional customer experience. Join our dynamic crew and grow with one of India’s most exciting lifestyle-tech brands. 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 Job Types: Full-time, Permanent Pay: ₹15,000.00 - ₹25,000.00 per month Benefits: Paid sick time Paid time off Schedule: Day shift Application Question(s): This is a full-time, in-office position based in Goregaon East, near Oberoi Mall, Mumbai. Are you currently based in Mumbai, and would you be comfortable commuting to this location for the role? We are currently offering anywhere between 15,000 to 25,000 per month, for the role, are you comfortable with the pay scale mentioned? How many years of experience do you hold in handling E-commerce Customer Service? Work Location: In person