E-commerce-CRM (Chat Process)

Role Overview: You will be responsible for managing customer communication via chat and email in an E-Commerce CRM Executive role. Your main duties will include resolving queries, assisting with orders, handling complaints, and ensuring an excellent online shopping experience. This non-voice process role requires strong written communication skills and customer-handling abilities for optimal performance. Key Responsibilities: - Handle customer queries and support requests through live chat, email, and other online channels. - Assist customers with order placement, returns, refunds, exchanges, and product information. - Coordinate with internal departments like logistics, warehouse, and technical teams for timely issue resolution. - Maintain detailed customer interaction records in the CRM system. - Provide prompt, accurate, and polite responses to all customer inquiries. - Identify recurring issues and provide feedback to enhance the customer experience. - Follow up on pending customer concerns to ensure closure and satisfaction. - Support the E-commerce team in improving service quality and brand reputation. Qualification Required: - Bachelor's degree in any discipline (preferred but not mandatory). - 13 years of experience in customer service, CRM, or chat support (e-commerce experience preferred). - Excellent written communication skills in English. - Good typing speed and attention to detail. - Familiarity with CRM tools, ticketing systems, and MS Excel. - Positive attitude, patience, and problem-solving skills. Additional Details: The company prefers candidates with prior experience in e-commerce chat or email support roles. Knowledge of platforms like Shopify, Magento, or similar e-commerce platforms and a basic understanding of online order and return management processes are advantageous. Please note that this is a full-time position located in Gurgaon, Haryana. If you are planning to relocate before starting work, it is preferred.,