Customer Support Representative

Job Title

Customer Support Executive – E-commerce (Pre-Sales & After-Sales)

Location

Pune, Kondhwa

Department

Customer Experience / Operations

Reports To

Operations Manager / E-commerce Head

About the Role

We’re looking for a Customer Support Executive who will be the first point of contact for our customers — assisting them before, during, and after their purchase. You will help customers understand our products, resolve queries, manage returns and replacements, and ensure a smooth and positive brand experience.

If you’re empathetic, patient, and passionate about technology, this role is a great fit for you.

Key Responsibilities Pre-Sales Support

Respond promptly to customer inquiries via chat, email, phone, and social media.

Understand customer requirements and recommend suitable products.

Guide customers through website navigation, product specifications, and offers.

Maintain a deep understanding of all products (features, compatibility, usage).

Handle queries about shipping times, payment issues, or stock availability.

After-Sales Support

Manage order tracking, replacements, refunds, and warranty queries.

Coordinate with the logistics and warehouse teams for smooth delivery and returns.

Troubleshoot basic product issues and escalate technical problems when needed.

Handle service requests, complaints, and feedback in a professional and efficient manner.

Maintain communication logs and update CRM/ticketing systems.

Customer Experience & Reporting

Track and report common customer pain points to the management and product team.

Maintain a high level of customer satisfaction (CSAT, response time, resolution rate).

Suggest improvements in FAQs, website UX, or packaging based on customer insights.

Support special campaigns, sale events, and influencer collaborations with prompt responses.

Qualifications

Bachelor’s degree in Commerce, Marketing, Communication, or related field.

1–4 years of experience in customer support/e-commerce operations/call center.

Experience handling Shopify / Amazon / Flipkart order queries preferred.

Excellent written and verbal communication skills in English & Hindi

Preferred Skills

Empathy and strong problem-solving ability.

Basic understanding of online shopping workflows, RTOs, refunds, and logistics.

Good typing speed and email/chat etiquette.

Ability to handle high query volumes calmly and professionally.

Tech-savvy with basic troubleshooting ability (for tech accessories or gadgets).

KPIs for Success

Average Response & Resolution Time

Customer Satisfaction (CSAT) / Feedback Ratings

Number of Orders Resolved per Day / Week

Reduction in Return Rate or Repeat Complaints

Improvement in Positive Reviews & Ratings

Why Join Us

Be part of a fast-growing D2C tech brand known for innovation and customer obsession.

Work in a dynamic, young team focused on delivering top-tier customer experience.

Growth opportunities in e-commerce operations, product, or marketing roles.

Performance-based incentives and recognition for great service.

Job Type

Full-time

Pay

₹18,000.00 - ₹22,000.00 per month

Benefits

Flexible schedule

Work Location

In person