Customer Support Executive

Important:

https://forms.gle/CrGb46TzN3QpP4fA6

Role Definition:

Key Responsibilities / Deliverables:

1. Customer Queries & Issue Management

2. Customer Retention Strategies

3. Post-Purchase Follow-Ups

4. Non-Delivery Report (NDR) Management

5. Order Management & Returns Processing

Tasks & Activities:

1. Customer Queries & Issue Management

• Respond promptly to customer queries through phone, email, WhatsApp, and social media using approved scripts.
• Address general queries regarding product details, order status, delivery timelines, and return policies.
• Escalate unresolved or complex issues to relevant departments (e.g., logistics, R&D, or sales).
• Log every interaction in the Customer Queries Tracker (customer name, order ID, issue type, resolution).
• Follow up daily on open issues with internal teams and keep customers updated until resolved.
• Record all resolved cases in the Customer Issues Tracker with clear resolution details.

2. Customer Retention Strategies

• Call customers who leave low ratings or negative feedback within 48 hours.
• Use the approved retention script to empathise, resolve the issue, and rebuild trust.
• Offer approved resolutions (discounts, credits, exchanges) per the retention SOP.
• Log all feedback, resolutions, and outcomes in the Customer Issues Tracker.
• Share weekly insights on common issues with the management team.

3. Post-Purchase Follow-Ups

• Call customers 10 days after delivery to check satisfaction with fit, comfort, and quality.
• Guide customers through return or exchange processes if issues are reported.
• Document all calls and actions taken in the Customer Service Database.
• Track patterns in customer satisfaction for reporting and retention improvements.

4. Non-Delivery Report (NDR) Management

• Check the NDR section in the logistics portal daily for undelivered orders.
• Contact affected customers to confirm availability, update address/contact details, and schedule reattempts.
• Liaise with logistics partners to ensure prompt redelivery.
• Record all NDR actions and outcomes in the NDR Tracker.

5. Order Management & Returns Processing

• Regularly monitor the Shopify Orders dashboard to ensure timely order confirmation and fulfilment.
• Proactively update customers on order changes, delays, or issues.
• Manage cancellations per company policy.
• Process returns, exchanges, and refunds on EasyEcom and Return Prime, ensuring accurate tracking.
• Coordinate with the warehouse team to ensure returned items are correctly categorised (good stock, to-be-fixed, defective).
• Maintain a complete and accurate record of all order-related actions.

https://forms.gle/CrGb46TzN3QpP4fA6