GI_REQ_322_Customer Service Executive – D2C Operations

Geonix · Delhi

PayPay not listed

WhereDelhi

TypeFull time

Posted22 Oct13 days ago, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Good spoken and written English expected

Day work

No vehicle or licence needed

Skills they list49 named

Order fulfilment coordinationCustomer records maintenanceCustomer complaint handlingAfter-sales serviceOrder status updatesCustomer relationship buildingEmail communicationCustomer retentionInbound customer enquiry call handlingCustomer returns handlingReturns processingPhone communicationComputer literacyOperations coordinationSpreadsheetsWriting skillsClient enquiry handlingShipment tracking for distribution operationsInbound voiceVendor coordinationInternal team coordination for query resolutionCross-departmental liaisonEnglishEmail softwareRefund processingBack office processingE-CommerceHandling dissatisfied clientsSales order documentationCustomer request processingBachelor's degreeFreight shipment trackingStakeholder coordinationCustomer expectation managementClient servicesCustomer relationship managementClient status updatesRecords creationProductivity softwareOrder issue resolutionClient communication skillsInternal team coordination for issue resolutionE-commerce organisation experienceCommunication skillsClient liaisonTeam coordinationAfter-sales follow-upOrder booking managementClient interaction via phone calls

About this job

JOB DESCRIPTION: Customer Service Executive – D2C Operations

Department: Customer Service / E-Commerce

Location: Okhla Phase 2, New Delhi

Experience: 1–3 Years

Employment Type: Full-Time | In-Office

Reporting To: E-Commerce Manager

Job Highlights

Strong verbal communication skills with fluency in English.

Experience in D2C operations, order management, and customer support.

Ability to handle customer queries across calls, WhatsApp, and other communication channels.

Strong coordination, problem-solving, and follow-up skills.

Job Summary

We are looking for a customer-focused and proactive Customer Service Executive – D2C Operations to manage online orders received through the Geonix website and ensure a smooth post-purchase experience. The candidate will be responsible for order processing, shipment tracking, customer query resolution, returns, refunds, and coordination with internal teams, distributors, and logistics partners.

Key Responsibilities

D2C Order Management: Extract, verify, and process orders received through the Geonix website and ensure timely handover to the fulfillment team.

Order Tracking: Coordinate with distributors and logistics partners to track shipments, monitor delivery timelines, and resolve delivery-related issues.

Customer Support: Handle customer queries related to orders, payments, shipping, and delivery through calls, WhatsApp, and other communication channels.

Returns and Refunds: Manage customer requests for order cancellations, returns, refunds, and replacements in accordance with company policies.

Issue Resolution: Coordinate with internal teams to resolve customer complaints efficiently and ensure a positive post-purchase experience.

Order Updates: Proactively communicate order status, shipping updates, delays, and expected delivery timelines to customers.

Customer Experience: Maintain professional communication, ensure timely follow-ups, and contribute to customer satisfaction and retention.

Record Maintenance: Maintain accurate records of customer interactions, order-related issues, returns, refunds, and resolutions.

Required Skills & Qualifications

Graduate in any discipline.

Fluent in spoken English with good verbal and written communication skills.

Prior experience in customer service, D2C operations, or e-commerce order management will be preferred.

Basic knowledge of online order processing, shipment tracking, returns, and refunds.

Proficiency in MS Excel, email, WhatsApp, and other customer communication tools.

Strong coordination, multitasking, and problem-solving abilities.

Customer-oriented approach with a professional attitude and attention to detail.

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