E-Commerce Customer Support Executive

Role Overview:

We are looking for a smart, proactive, and customer-focused Customer Support & Operations Executive to join our operations team. You will play a key role in managing customer relationships and coordinating backend operations to ensure smooth order fulfilment and satisfaction.

Key Responsibilities:

• Customer Interaction: Handle queries and concerns via phone, WhatsApp, chat, and email with professionalism and empathy
• CRM Management: Log and manage customer tickets, orders, and updates using CRM tools and AI chat assistant
• Problem Solving: Resolve issues related to deliveries, returns, exchanges, product inquiries, and payments
• Order Tracking: Monitor orders through the entire delivery process, ensuring timely and accurate dispatch
• Logistics Support: Coordinate with our dispatch and courier partners to troubleshoot delivery exceptions
• Returns & Refunds: Handle return requests and initiate refund processes as per company policies
• Product Knowledge: Stay up to date with our catalog to help customers make informed decisions
• Customer Feedback: Collect and relay feedback to internal teams for service and product improvements
• Documentation: Maintain records of customer interactions, issues, and resolutions
• Team Collaboration: Work closely with logistics, marketing, and production to ensure smooth operations

What We’re Looking For:

• Excellent English communication skills—spoken, written, and typing
• Comfortable with customer calls and handling queries with patience
• Proficient in using computers and CRM software
• Great problem-solving skills and a proactive attitude
• Hindi speaking skills are a strong advantage
• Prior customer support experience
• Must be able to commute to Goregaon East (near Oberoi Mall), Mumbai Suburban

Job Type: Full-time

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

Benefits:

• Provident Fund

Schedule:

• Day shift

Application Question(s):

• This is a full-time, in-office position based in Goregaon East, near Oberoi Mall, Mumbai. Are you currently based in Mumbai, and would you be comfortable commuting to this location for the role?


• We are currently offering anywhere between 15,000 to 25,000 per month, for the role, are you comfortable with the pay scale mentioned?

• How many years of experience do you hold in handling E-commerce Customer Support?

Work Location: In person