Customer Support Executive

About Us: We are a dynamic and fast-growing eCommerce company with a strong offline retail presence. Our mission is to provide seamless, customer-centric experiences both online and in-store. We are looking for a dedicated Customer Support Executive to be the voice of our brand, ensuring every interaction leads to customer satisfaction and brand loyalty. Role Overview: As a Customer Support Executive, you will be responsible for handling customer queries across multiple channels—email, chatbot, and inbound calls. You’ll work closely with internal teams to resolve issues promptly, ensuring a seamless customer experience across digital and physical touchpoints. Key Responsibilities: Respond to customer inquiries via email, website chatbot, and phone calls in a timely and professional manner. Track, manage, and resolve customer complaints, product issues, or order-related concerns end-to-end. Coordinate with internal teams (e.g., warehouse, logistics, store teams, product) to ensure timely resolutions. Document all interactions, updates, and resolutions in the internal CRM/ticketing system. Proactively follow up with customers and internal stakeholders to ensure commitments are met and issues are resolved. Maintain detailed records and provide insights from customer interactions to improve overall service and product offerings. Monitor and escalate recurring issues to relevant departments for process improvement. Required Skills & Experience:1–3 years of experience in customer support, preferably in eCommerce or retail sectors. Excellent verbal and written communication skills in English (additional regional languages are a plus). Detail-oriented and meticulous in managing support cases, follow-ups, and documentation. Strong organizational skills with the ability to handle multiple customer queries simultaneously. Proven ability to work cross-functionally and follow through on tasks and commitments. Experience using customer support tools such as Zendesk, Freshdesk, Gorgias, or similar platforms. Basic understanding of order management, returns, and product exchange processes in eCommerce. What We Offer: A customer-first and team-oriented work culture. Opportunity to work at the intersection of digital and offline retail. Competitive compensation and performance incentives. Learning and development support for career growth.