Customer Support Executive

Job Summary: We are seeking a dedicated and customer-focused Customer Service Executive to join our growing e-commerce team. You will be responsible for providing excellent customer service, resolving queries, and ensuring customer satisfaction across multiple communication channels such as email, chat, phone, and social media. Key Responsibilities: Customer Support: Handle incoming queries and complaints through email, chat, phone calls, and social media. Provide prompt, accurate, and professional responses. Order Management: Assist customers with order placement, tracking, cancellations, refunds, and exchanges. Problem Resolution: Investigate and resolve customer issues or complaints, ensuring a satisfactory resolution within SLA guidelines. Product Knowledge: Develop in-depth knowledge of the company’s products, services, and policies to provide accurate assistance. Feedback Handling: Collect and report customer feedback to relevant teams for process improvements. CRM Management: Maintain records of customer interactions and transactions in the company’s CRM system. Team Collaboration: Work closely with other teams, such as logistics, sales, and operations, to resolve customer issues effectively. Skills and Qualifications: Educational Background: Bachelor’s degree in any field (preferred). Experience: Minimum 1-2 years of experience in customer service, preferably in the e-commerce sector. Communication Skills: Excellent verbal and written communication skills. Tech-Savvy: Familiarity with e-commerce platforms, CRM tools, and Microsoft Office. Problem-Solving: Strong analytical and problem-solving skills with attention to detail. Customer-Oriented: Empathy, patience, and a passion for delivering top-notch customer experiences. Multitasking: Ability to manage multiple tasks and prioritize under pressure. Language Proficiency: [Add regional language skills if necessary]. Preferred Skills: Experience in handling escalations and working in a fast-paced environment. Knowledge of online payment processes and logistics operations. Familiarity with chatbots and AI-driven customer service tools.