Customer Support Representative

Job Title: Customer Support Executive – E-commerce (Pre-Sales & After-Sales)

Location: Pune, Kondhwa

Department: Customer Experience / Operations

Reports To: Operations Manager / E-commerce Head

About the Role

We’re looking for a Customer Support Executive who will be the first point of contact for our customers — assisting them before, during, and after their purchase. You will help customers understand our products, resolve queries, manage returns and replacements, and ensure a smooth and positive brand experience.

If you’re empathetic, patient, and passionate about technology, this role is a great fit for you.

Key Responsibilities Pre-Sales Support

• Respond promptly to customer inquiries via chat, email, phone, and social media.
• Understand customer requirements and recommend suitable products.
• Guide customers through website navigation, product specifications, and offers.
• Maintain a deep understanding of all products (features, compatibility, usage).
• Handle queries about shipping times, payment issues, or stock availability.

After-Sales Support

• Manage order tracking, replacements, refunds, and warranty queries.
• Coordinate with the logistics and warehouse teams for smooth delivery and returns.
• Troubleshoot basic product issues and escalate technical problems when needed.
• Handle service requests, complaints, and feedback in a professional and efficient manner.
• Maintain communication logs and update CRM/ticketing systems.

Customer Experience & Reporting

• Track and report common customer pain points to the management and product team.
• Maintain a high level of customer satisfaction (CSAT, response time, resolution rate).
• Suggest improvements in FAQs, website UX, or packaging based on customer insights.
• Support special campaigns, sale events, and influencer collaborations with prompt responses.

Qualifications

• Bachelor’s degree in Commerce, Marketing, Communication, or related field.
• 1–4 years of experience in customer support/e-commerce operations/call center.
• Experience handling Shopify / Amazon / Flipkart order queries preferred.
• Excellent written and verbal communication skills in English & Hindi

Preferred Skills

• Empathy and strong problem-solving ability.
• Basic understanding of online shopping workflows, RTOs, refunds, and logistics.
• Good typing speed and email/chat etiquette.
• Ability to handle high query volumes calmly and professionally.
• Tech-savvy with basic troubleshooting ability (for tech accessories or gadgets).

KPIs for Success

• Average Response & Resolution Time
• Customer Satisfaction (CSAT) / Feedback Ratings
• Number of Orders Resolved per Day / Week
• Reduction in Return Rate or Repeat Complaints
• Improvement in Positive Reviews & Ratings

Why Join Us

• Be part of a fast-growing D2C tech brand known for innovation and customer obsession.
• Work in a dynamic, young team focused on delivering top-tier customer experience.
• Growth opportunities in e-commerce operations, product, or marketing roles.
• Performance-based incentives and recognition for great service.

Job Type: Full-time

Pay: ₹18,000.00 - ₹33,329.19 per month

Benefits:

• Flexible schedule

Work Location: In person