E-Commerce Customer Support

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