Customer Support Representative

Job Title: Customer Support representative(E-Commerce)

Location: Phase 1 Mohali, Punjab
Job Type: Full-Time
Working Hours: Monday to Saturday, 9:00 AM – 6:00 PM
Reports To: Customer Support Manager / Operations Manager

About Us:

We are a growing e-commerce business committed to providing excellent products and an exceptional customer experience. We’re looking for a proactive and empathetic Customer Support Officer to be the voice of our brand, helping resolve customer issues and maintaining high customer satisfaction across all touchpoints.

Key Responsibilities:Customer Service & Inquiries

• Respond to day-to-day customer queries via email, live chat, and social media (where applicable) in a timely, professional, and friendly manner.
• Assist customers with order issues, product inquiries, delivery questions, returns, and general support.
• Maintain customer satisfaction by providing accurate, consistent, and clear communication.

Payment & Dispute Resolution

• Handle and respond to PayPal cases professionally and within required deadlines, providing all necessary documentation and evidence to resolve disputes.
• Manage bank chargeback claims by compiling detailed reports, submitting rebuttals, and communicating with financial institutions to resolve disputes efficiently.
• Identify patterns in disputes and suggest preventative measures.

Operational Support

• Collaborate with the warehouse or fulfillment teams to investigate and resolve delivery and order fulfillment issues.
• Use internal systems (e.g., Shopify, PayPal, Stripe, CRM platforms) to access customer order history and update records accordingly.
• Track and escalate unresolved issues appropriately to internal teams.

Customer Retention

• Offer goodwill gestures or discounts where necessary and within policy to retain unhappy customers and turn negative experiences into positive ones.
• Collect and summarize feedback to inform product improvements or operational adjustments.

Required Skills & Experience:

• 1+ year experience in customer support or service (preferably in e-commerce or online retail).
• Familiarity with Shopify, PayPal, Stripe, or other e-commerce and payment platforms.
• Strong communication skills—both written and verbal—with a calm and professional tone.
• Experience in handling disputes, chargebacks, or financial queries is a strong advantage.
• High attention to detail and the ability to manage multiple tasks simultaneously.
• Problem-solving attitude and empathy-driven customer handling approach.

Preferred Skills (Not Mandatory):

• Knowledge of customer service platforms (e.g., Gorgias, Zendesk, Freshdesk).
• Experience working with international customers and understanding of logistics systems.
• Basic understanding of fraud detection or e-commerce compliance.
• Good English Writing SKills

Job Types: Full-time, Part-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Expected hours: 45 per week

Language:

• Hindi (Preferred)
• English (Required)

Work Location: In person

Speak with the employer
+91 9815594980