Customer Support Executive

Role & responsibilities

Customer Support

• Handle customer queries across WhatsApp, Email, Instagram, Phone Calls, and other support channels.
• Assist customers with product information, order updates, shipping queries, returns, exchanges, refunds, and general support.
• Resolve customer concerns professionally while maintaining a positive customer experience.
• Escalate complex issues to the concerned teams whenever required.

Order Confirmation & Customer Calling

• Call customers to confirm newly placed orders before dispatch.
• Verify customer details, address, and purchase intent.
• Contact customers with abandoned checkouts and assist them in completing their purchase whenever applicable.
• Follow up with customers regarding delivery-related issues and ensure successful order completion.

Delivery & Order Management

• Coordinate with courier partners regarding shipment-related issues.
• Handle Non-Delivery Reports (NDR) by contacting customers and helping resolve delivery issues.
• Assist customers with order tracking and delivery updates.
• Process return, exchange, replacement, and refund requests as per company policies.
• Ensure timely resolution of customer complaints and order-related concerns.

Documentation & Reporting

• Maintain accurate records of customer interactions and support tickets.
• Update order status and customer notes in internal systems.
• Share daily work updates and reports with the Customer Success Lead.

Follow standard operating procedures (SOPs) for all customer interactions