Cashier Customer Service

Customer Support Executive

We are looking for a Customer Support Executive to manage customer queries, orders, complaints, returns, exchanges, refunds, and delivery-related concerns across multiple communication channels. The role requires close coordination with warehouse, courier/logistics, accounts, and internal teams to ensure timely and accurate resolution of customer issues.

Key Responsibilities

• Handle customer queries through WhatsApp, phone calls, email, website chat, and social media.
• Respond to customers professionally and within the defined response timelines.
• Understand customer concerns and provide accurate, solution-oriented assistance.
• Manage customer orders through Shopify/e-commerce platforms, including order confirmation, modifications, cancellations, address corrections, product availability, and order-status queries.
• Track shipments and coordinate with courier/logistics partners regarding delayed, stuck, undelivered, RTO, and incorrect delivery-status cases.
• Handle returns, exchanges, replacements, and reverse pickups as per company policies.
• Manage queries related to COD, online payments, failed or duplicate payments, refunds, and refund delays.
• Handle product-related complaints including wrong, damaged, defective, missing, incorrect-size, quality, colour, or design-related issues.
• Collect required information such as order numbers, product details, photos/videos, and customer information before escalating complaints.
• Coordinate with the warehouse, courier, accounts, and other internal teams to resolve customer issues.
• Take ownership of customer complaints and follow up until complete resolution.
• Maintain accurate records of customer queries, complaints, returns, exchanges, refunds, and resolutions.
• Follow customer support SOPs and escalation procedures.
• Identify recurring customer issues and report them to the manager.

Required Skills

• Strong Hindi and English communication skills.
• Good written communication and customer-handling skills.
• Basic computer knowledge and familiarity with Google Sheets/Excel.
• Comfortable using WhatsApp, email, Shopify, and other customer support/e-commerce tools.
• Strong problem-solving and follow-up skills.
• Ability to handle difficult or unhappy customers calmly and professionally.
• Good attention to detail and ability to manage multiple queries simultaneously.
• Customer-focused, responsible, proactive, and organized approach.

Experience

0–2 years of experience in customer support, e-commerce, D2C, fashion, retail, or a related field is preferred.

Freshers can also apply if they have strong communication skills, a positive attitude, and a customer-focused approach.

Key Performance Areas

• First response time
• Customer issue resolution time
• Complaint resolution and follow-up
• Customer satisfaction
• Order management accuracy
• Return and exchange processing
• Refund follow-up
• Courier coordination
• SOP adherence
• Overall customer experience