Customer Success Specialist

Job Title: Customer Support Executive

Department: Customer Support

Reports To: Customer Support Manager / Team Lead

Employment Type: Full-time

About the Role

We are looking for a proactive and customer-focused Customer Support Executive to be the first point of contact for our customers. You will handle order-related calls, resolve customer issues, and ensure a smooth post-purchase experience across phone, email, and chat channels.

Key Responsibilities

• Respond promptly and professionally to customer queries via phone, email, chat, or social media
• Make COD (Cash on Delivery) order confirmation calls to verify customer details, address, and order authenticity before dispatch
• Handle NDR (Non-Delivery Report) calls — contact customers on failed/pending delivery attempts, resolve delivery issues, and coordinate re-attempts with logistics/courier partners
• Conduct feedback calls post-delivery to gather customer satisfaction insights, product reviews, and identify service gaps
• Troubleshoot and resolve product/order issues, escalating complex cases when necessary
• Maintain accurate records of calls, confirmations, NDR status, and feedback in the order management/internal system
• Coordinate with logistics, warehouse, and courier teams to resolve delivery exceptions
• Guide customers on order tracking, returns, refunds, and exchange processes
• Meet or exceed defined SLAs, COD confirmation rates, NDR resolution rates, and CSAT targets
• Identify recurring delivery/product issues and report insights to improve operations
• Follow company communication guidelines and maintain professional, brand-aligned tone on all calls

Required Skills & Qualifications

• Bachelor's degree in any discipline (or equivalent experience)
• 0–1 years of experience in customer service, telecalling, or e-commerce support
• Excellent verbal communication skills (Hindi/English or relevant regional language)
• Strong problem-solving ability, patience, and comfort with high call volumes
• Basic computer proficiency (MS Excel/Google Sheets)
• Ability to multitask and work in a fast-paced, target-driven environment
• Willingness to work in rotational shifts, if required

Preferred Qualifications

• Prior experience in COD confirmation calling, NDR management, or e-commerce/logistics support
• Experience with courier/logistics platforms (Delhivery, Shiprocket, Bluedart, etc.)
• Experience with SaaS, e-commerce, or fintech support
• Fluency in multiple regional languages

What We Offer

• Competitive salary and performance-based incentives (per confirmed order / resolved NDR)
• Growth opportunities within Customer Support/Operations
• Training on tools and processes
• Work Location: In person

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