Customer Support Executive

Customer Support Executive Company: Tresneria Industry: E-commerce | Personalised Gifts & Home Décor Job Type: Full-Time Location: Delhi Salary: Based on experience About TresneriaTresneria is a growing e-commerce brand specialising in personalised gifts, acrylic photo products, home décor, and lifestyle accessories. We sell through our website and leading marketplaces, including Amazon and Flipkart. We are looking for a proactive, responsible, and customer-focused Customer Support Executive who can manage customer queries, resolve order-related issues, and ensure a smooth shopping experience. Key Responsibilities 1. Customer Communication Handle customer queries through WhatsApp, phone calls, emails, and website chat. Assist customers with product information, order placement, customisation, and delivery timelines. Respond professionally to customer complaints and provide timely resolutions. Follow up with customers regarding pending queries and unresolved issues. 2. Order Management Monitor and manage orders received through our website and marketplaces. Coordinate with the production and dispatch teams to ensure timely order processing. Handle order modifications, cancellations, and customer requests. Keep customers updated about their order status. 3. Shipping & Delivery Coordination Track shipments and proactively identify delivery delays. Coordinate with courier partners such as DTDC and Shiprocket to resolve delivery issues. Handle delivery complaints, failed delivery attempts, and RTO (Return to Origin) cases. Raise support tickets, follow up on escalations, and ensure timely resolution. Maintain proper records of shipping-related complaints and resolutions. 4. Returns, Refunds & Complaints Manage customer complaints regarding damaged, incorrect, delayed, or missing products. Coordinate replacements, refunds, and returns as per company policies. Investigate customer issues and coordinate with internal teams to resolve them. Maintain a positive customer experience even during challenging situations. 5. Customer Experience & Reporting Maintain accurate records of customer interactions and complaints. Track pending cases and ensure no customer query remains unattended. Collect customer feedback and share recurring issues with management. Prepare daily reports on customer queries, complaints, and resolutions. Required Skills & QualificationsMinimum qualification: 12th pass; graduates preferred. Previous experience in customer support, e-commerce operations, or order management preferred. Good communication skills in Hindi and basic English. Comfortable handling customer calls, WhatsApp, and emails. Basic computer knowledge, including Google Sheets or Microsoft Excel. Strong problem-solving skills and attention to detail. Ability to handle multiple customer queries and work independently. Professional, patient, and customer-oriented attitude. Preferred ExperienceCandidates with experience in the following areas will have an advantage: Shopify or WooCommerce order management. Amazon and Flipkart seller portals. Shiprocket, DTDC, or other courier management platforms. E-commerce returns, refunds, and RTO management. WhatsApp Business and customer support tools. What We’re Looking ForWe value ownership, accountability, and problem-solving ability . The ideal candidate should not simply respond to customer queries but actively follow up and take responsibility for resolving issues. We are looking for someone who: Takes initiative rather than waiting for instructions. Follows up consistently until issues are resolved. Communicates clearly and respectfully with customers. Can prioritise urgent complaints and delivery escalations. Is organised, reliable, and comfortable working in a fast-growing e-commerce environment. Performance ExpectationsSuccess in this role will be measured through: Customer response and resolution times. Number of successfully resolved complaints. Timely follow-up on pending deliveries and RTO cases. Accuracy in order handling and customer communication. Overall customer satisfaction.