Customer Service Executive

Role: Customer Service Executive
Brand: Priyangaa (www.priyangaa.in)

Primary Responsibilities

• Respond to customer queries through WhatsApp promptly and professionally.
• Attend inbound customer calls and provide product, order and delivery information.
• Respond to customer emails related to orders, products, returns, exchanges and complaints.
• Respond to customer enquiries and messages on Instagram, Facebook and other social media platforms.
• Follow up on pending customer queries and ensure timely resolution.

Supporting E-commerce Responsibilities

• Coordinate with internal teams regarding customer orders.
• Handle return and exchange requests and follow up until closure.
• Coordinate with courier/logistics teams regarding delayed, failed or problematic deliveries.
• Follow up with customers regarding incomplete orders, payment issues and delivery problems.
• Record recurring customer complaints and feedback.
• Escalate complex or sensitive customer issues to management.

Candidate Requirements

• 1 to 2 years of experience in e-commerce/customer service preferred.
• Good spoken and written English and Tamil.
• Strong WhatsApp and communication skills.
• Comfortable handling customer calls.
• Basic computer and Excel knowledge.
• Experience with e-commerce platforms and social media support is an advantage.
• Ability to handle multiple customer conversations simultaneously.
• Professional and patient approach when handling complaints.

Key Performance Areas: Response time, query resolution, customer satisfaction, follow-up discipline, missed calls, pending queries, and accuracy of customer communication.