Job Title: Customer Support Executive Department: Operations Location: C-28. Second Floor Phase-1, Mangolpuri Industrial Area New Delhi-110083 Reports To: Operations Manager Job Purpose: To ensure high levels of customer satisfaction by addressing queries, resolving complaints, and providing support related to orders, deliveries, returns, and payments. As part of the Operations team, this role helps maintain smooth e-commerce operations and builds trust with customers. Key Responsibilities: Handle customer queries related to orders, shipping, returns, and refunds through phone, email, and chat. Resolve customer complaints promptly and ensure timely follow-up. Provide accurate information about products, offers, and policies. Coordinate with logistics and warehouse teams to resolve delivery issues. Escalate complex cases to relevant departments like Tech, Finance, or Inventory. Maintain records of customer interactions in CRM tools. Ensure compliance with company policies and service standards. Share customer feedback and pain points with the management team to improve processes. Support peak season operations and promotional campaigns. Required Qualifications: Minimum education: Graduate (Bachelor’s degree). 1-2 years of experience in customer service, preferably in e-commerce. Strong communication skills in English and Hindi (both verbal and written). Customer-first attitude with patience and problem-solving skills. Basic knowledge of e-commerce platforms and CRM software. Ability to work in shifts and handle high call/chat volumes. Preferred Qualifications: Experience in handling returns, refunds, and logistics issues. Familiarity with platforms like Shopify, Magento, or other e-commerce CMS. Good at multitasking and meeting deadlines.

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