Customer Support Executive

Job Title:

Department:

Location:

Employment:

About Us:

Shipturtle (www.shipturtle.com) is revolutionizing e-commerce with innovative, collaborative solutions for online retailers. We specialize in creating custom Vertical Marketplaces via Brand Collaborations, simplifying product management, order fulfilment, and business operations. With integrations across major platforms like Shopify, WooCommerce, and Magento, Shipturtle is the go-to partner for elevating e-commerce.

Job Summary/Objective:

The Customer Support Executive is the primary point of contact for our customers, responsible for delivering exceptional, timely, and empathetic support regarding all e-commerce transactions, product inquiries, and platform issues. This role is vital for maintaining high customer satisfaction, building brand loyalty, and providing actionable feedback to internal teams.

Key Responsibilities:

Customer Interaction and Resolution

• Multi-Channel Support:

  Manage and resolve customer inquiries via multiple channels, including email, live chat, phone, and social media, ensuring adherence to established Service Level Agreements (SLAs).

• Product Management:

  Assist customers with all phases of the Product lifecycle: placing orders, modifying existing orders, tracking shipments, processing returns (RMA), and managing exchanges and refunds.

• Product Expertise:

  Maintain an expert-level understanding of the e-commerce website’s product catalog, features, specifications, and inventory availability to provide accurate guidance.

Technical and Troubleshooting Support

• Platform Navigation:

  Guide customers through website navigation, account setup, login issues, password resets, and utilizing features like wish lists or loyalty programs.

• Payment Processing:

  Troubleshoot failed payments, billing errors, promotional code malfunctions, and explain payment hold procedures.

• System Reporting:

  Identify, document, and report recurring bugs or technical issues affecting the custome.
• Documentation and Process Improvement

• Ticket Management:

  Accurately log, categorize, and prioritize all customer interactions and resolutions within the CRM ticketing system (e.g., ZOHO).

• Knowledge Base Contribution:

  Proactively create and update internal and external knowledge base articles and FAQs based on recurring customer issues to promote self-service resolution.

• Voice of the Customer:

  Act as an advocate for the customer by summarizing trends, suggesting product enhancements, and providing actionable feedback to management and product teams

Requirements:

• 0-2 years of experience in customer support, preferably in SaaS, e-commerce, or tech-based products.
• Excellent verbal and written communication skills in English.
• Ability to multitask and handle high-volume customer interactions efficiently.
• Strong problem-solving skills and a customer-first attitude.
• Basic knowledge of e-commerce platforms like Shopify, WooCommerce, or Magento is an advantage.

How to Apply: