Customer Support Executive
EVEMEN · Jaipur · onsite · Posted 36d ago
About a minute. You'll make an account on the way through.
About this role
We are looking for a proactive and customer-focused Customer Support Executive to manage customer communication, resolve queries, improve order conversions, and coordinate closely with our operations team.
The ideal candidate should have experience in D2C / e-commerce, preferably with a fashion or textile background, and should be comfortable working across multiple communication channels.
Role & responsibilities
* Handle customer queries and support through Phone, WhatsApp and Email with prompt resolution.
* Manage customer communication regarding orders, delivery, exchanges, returns and RTOs.
* Maintain accurate reports for RTOs, returns, exchanges and reverse shipments.
* Coordinate with the operations team to ensure smooth resolution of customer and order-related issues.
* Coordinate with logistics partners and aggregators to ensure RTO/reverse consignments are received back on time.
* Follow up with customers and logistics partners on pending shipments and returns.
* Conduct abandoned checkout calling to convert potential customers into successful orders.
* Maintain customer/order data and provide regular reports to the management.
* Identify recurring customer issues and work with the operations team to improve processes.
Preferred candidate profile
Location: Jaipur
Experience: 13 years
Employment Type: Full-time
Prefrence- Male , 25-30 years of age
Requirements
* 13 years of experience in customer support / e-commerce / D2C operations.
* Experience with Shopify is preferred.
* Candidates from fashion, apparel or textile backgrounds will be preferred.
* Excellent communication skills in English and Hindi.
* Strong follow-up and coordination skills.
* Good working knowledge of Excel/Google Sheets.
* Ability to multitask and work in a fast-paced environment.
* Customer-first approach with strong problem-solving skills.
Perks and benefits
Incentives
Performance-based incentives linked to RTO reduction, reverse shipment conversion and successful abandoned-checkout conversions. Incentive structure will be discussed during the interview.
If you are someone who enjoys customer interaction, problem-solving and working in a fast-paced fashion D2C environment, wed love to hear from you.
Sourced from naukri