Customer Support Executive

Key Responsibilities

Handle inbound and outbound customer calls, chats, emails, and WhatsApp queries.

Follow up with customers who have abandoned their carts and encourage order completion.

Conduct COD verification and confirmation calls to reduce order cancellations and RTO.

Resolve customer queries related to orders, payments, deliveries, products, refunds, and replacements.

Coordinate with logistics, warehouse, and internal teams for timely issue resolution.

Ensure timely follow-up and closure of customer complaints.

Maintain accurate customer interaction records in the CRM.

Identify recurring customer issues and share insights with relevant teams.

Deliver a high-quality customer experience while meeting response time and resolution SLAs.

Support customer retention initiatives and drive repeat purchases through excellent service.

Requirements

Bachelor's degree in any discipline.

1–3 years of experience in customer support, customer success, or a similar role. Experience in D2C or e-commerce is preferred.

Excellent verbal and written communication skills in Hindi and English.

Strong problem-solving and interpersonal skills.

Comfortable handling customer conversations over calls, chats, and emails.

Proficient in Microsoft Excel and CRM or customer support tools.

Ability to work in a fast-paced, target-driven environment.