Customer Support Executive

Company: Nutristar

Industry: Health & Wellness / Sports Nutrition / E-commerce Marketplace

Location: Delhi NCR

Department: Customer Experience

Employment Type: Full-time

Experience: 0–2 years

About Nutristar

Nutristar is a health & wellness e-commerce marketplace offering a wide range of authentic sports nutrition, supplements, wellness and fitness products from leading brands. We are focused on making supplement shopping trusted, convenient and customer-friendly.

We are looking for a Junior Executive – Customer Care who can be the first point of contact for our customers and ensure that every customer interaction is handled quickly, professionally and positively.

Key Responsibilities

• Handle customer queries through phone calls, WhatsApp, email and other customer support channels.
• Assist customers with:
• Order status and tracking
• Delivery-related queries
• Returns, refunds and cancellations
• Product availability and basic product information
• Coupons, offers and payment-related queries
• Damaged, missing or incorrect orders
• Coordinate with courier partners, warehouse/WMS teams and sellers/brand partners to resolve order-related issues.
• Follow up on pending customer issues until proper resolution.
• Maintain accurate records of customer complaints, requests and resolutions.
• Escalate complex or sensitive issues to the relevant team.
• Ensure customers receive timely updates rather than having to follow up repeatedly.
• Understand Nutristar's products, policies, offers and customer processes to provide accurate information.
• Identify recurring customer issues and share feedback with the relevant internal teams.
• Maintain a professional, helpful and empathetic tone across all customer interactions.
• Contribute towards improving customer satisfaction, response time and resolution time.

Requirements

• 0–2 years of experience in customer support/customer care/e-commerce operations.
• Freshers with strong communication skills can also apply.
• Good spoken and written English and Hindi.
• Comfortable communicating with customers over phone and WhatsApp.
• Basic knowledge of MS Excel/Google Sheets and computer applications.
• Good problem-solving and follow-up skills.
• Ability to multitask and manage multiple customer queries simultaneously.
• Patient, polite and customer-oriented attitude.
• Willingness to learn about health, wellness, fitness and sports nutrition products.

Preferred

• Prior experience in an e-commerce, D2C, marketplace or retail company.
• Experience handling customer support through WhatsApp, email and phone.
• Familiarity with order management systems, courier portals or CRM tools.
• Interest in fitness, nutrition or wellness.

What We're Looking For

We are looking for someone who is:

• Customer-first — genuinely wants to solve the customer's problem.
• Proactive — follows up instead of waiting for someone else to act.
• Responsible — takes ownership of an issue until closure.
• Clear in communication — can explain things simply and professionally.
• Quick to learn — comfortable understanding products, processes and new tools.
• Calm under pressure — can handle difficult customers without losing professionalism.

Key Performance Indicators

• Customer response time
• Resolution time
• Customer satisfaction
• First-contact resolution
• Pending issue closure
• Accuracy of information provided
• Quality of customer communication

Why Join Nutristar

• Work with a growing health & wellness e-commerce marketplace.
• Opportunity to learn e-commerce, customer experience and marketplace operations.
• Exposure to leading sports nutrition and wellness brands.
• Fast-paced environment with opportunities to grow within the organization.