Customer Support Executive – eCommerce (CRM)

Roles & Responsibilities

• Handle inbound and outbound customer calls, emails, and chat queries related to orders, deliveries, returns, exchanges, refunds, warranties, and product sizing.
• Resolve customer complaints and provide accurate information in accordance with company policies and SOPs.
• Conduct size confirmation calls before dispatch and record accurate sizing details to help minimize size-related returns and exchanges.
• Create, update, and close customer support tickets within defined timelines and SLA requirements.
• Follow up with internal teams, including Logistics, Warehouse, Retail, and Accounts, to resolve pending customer issues.
• Coordinate return, exchange, refund, and warranty requests as per established procedures.
• Escalate complex or unresolved cases to the CRM Team Lead within the required timelines.
• Maintain accurate records of customer interactions, complaints, and resolutions in CRM tools.
• Meet individual performance targets for customer satisfaction (CSAT), first response time (FRT), resolution time, quality, and productivity.
• Follow up on pending cases and ensure customers receive timely updates until resolution.
• Follow assigned shift schedules, maintain attendance and availability, and ensure customer queries and pending tickets are handled within defined timelines.
• Adhere to CRM SOPs, ticket management guidelines, and customer communication standards

Pay: ₹100,000.00 - ₹350,000.00 per year

Ability to commute/relocate:

• Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you available for a face-to-face interview?

Experience:

• Customer Support Executive – eCommerce : 1 year (Required)

Work Location: In person