Customer Support Executive

About the Role We are looking for a proactive and customer-focused Customer Support Executive who can handle customer queries across email, chat, phone calls, and social media (including Instagram DMs). The ideal candidate should be quick in problem-solving, have excellent communication skills, and ensure a seamless customer experience. Key Responsibilities 1. Customer Query Handling Respond to customer queries via email, chat, WhatsApp, phone calls, and social media. Resolve issues related to orders, returns, refunds, product information, delivery status, etc. Maintain a high level of professionalism and empathy in every conversation. 2. Ticket Management Create, track, and close customer tickets on CRM platforms. Maintain SLAs (response and resolution time). 3. Order & Delivery Coordination Update customers with accurate information on delayed shipments, returns, or cancellations. 4. Complaint Resolution Identify recurring issues and escalate them to the concerned teams. Follow up to ensure proper closure of customer complaints. 5. Social Media Support Monitor Instagram comments and DMs. Reply to customer queries, complaints, and product questions promptly. 6. Documentation & Reporting Maintain customer interaction logs. Prepare daily/weekly reports on query volume, TAT, and customer satisfaction. Required Skills & Qualifications 0–3 years of experience in customer support (E-commerce experience preferred). Excellent written and verbal communication. Good command over email drafting. Ability to handle pressure and multitask. Comfortable working with CRM tools, Excel/Google Sheets, and order management dashboards. Problem-solving attitude and customer-first mindset. Preferred Qualifications Experience with Shopify, Zoho Desk, Freshdesk, or similar tools. Understanding of order lifecycle in e-commerce. Knowledge of basic social media etiquette for customer responses. Work Schedule6 days working Rotational week-offs (if required) Flexible with working hours based on business needs Who Should Apply Someone who enjoys helping customers and resolving issues quickly. Someone who is patient, dependable, and has a service-oriented mindset. Someone who can communicate clearly and professionally across different channels.