Customer Support Executive

Job Description Customer Support Executive

Company: Refit Global Pvt. Ltd.
Location: D Block, Sector 63, Noida, Uttar Pradesh
Job Type: Full-Time, Onsite
Experience: 1-3 Years
Department: Customer Support / D2C Operations
Working Days: 6 Days a Week
Profile: Customer Support Executive

About the Role

Refit Global Pvt. Ltd. is looking for a Customer Support Executive with 13 years of experience to manage customer queries, D2C order processing, order fulfilment, logistics coordination, and related reporting activities.

The ideal candidate should have strong communication skills, good attention to detail, and the ability to manage multiple orders and customer queries efficiently in a fast-paced environment.

Key Responsibilities

1. D2C Order Management & Reporting

• Prepare First Half and Second Half sales reports.
• Maintain daily pending order sheets and ensure timely follow-ups.
• Prepare accurate final consolidated sales and order reports.
• Verify order-related data and maintain accuracy in reporting.

2. Order Processing & Fulfilment

• Handle billing and invoice generation for customer orders.
• Coordinate with logistics partners for timely order fulfilment.
• Manage self-pickup and Porter deliveries.
• Process and update order information on Shopify.
• Coordinate internally to resolve order fulfilment issues.

3. Customer Support & Query Resolution

• Handle customer queries through KwikEngage chat.
• Manage Knowlarity inbound and missed calls.
• Resolve customer concerns primarily related to delivery, logistics, order status, and fulfilment.
• Provide timely and professional responses to customers.
• Coordinate with relevant teams to resolve customer issues.

4. Order Monitoring & Cancellation

• Regularly monitor order status from order placement to fulfilment.
• Identify orders delayed due to logistics or operational issues.
• Process order cancellations due to stock unavailability or non-serviceable pincodes.
• Ensure customers are appropriately informed about cancellations and order updates.
• Maintain proper records of cancelled and pending orders.

5. Data Management & Communication

• Maintain daily call reports and customer interaction records.
• Update customer address changes accurately in Shopify.
• Send email communication for order confirmations, cancellations, and relevant updates.
• Maintain proper documentation of customer and order-related information.
• Ensure accurate and timely data entry across systems.

Required Skills

• 13 years of experience in Customer Support, Customer Service, D2C Operations, E-commerce Operations, or Order Management.
• Excellent verbal and written communication skills.
• Good knowledge of MS Excel/Google Sheets.
• Basic understanding of Shopify or other e-commerce platforms.
• Experience with customer support/chat platforms is preferred.
• Ability to handle calls, chats, emails, and operational tasks simultaneously.
• Strong attention to detail and accuracy.
• Good problem-solving and coordination skills.
• Ability to work under pressure and meet daily operational targets.
• Comfortable working in an onsite, 6-day working environment.

Preferred Experience

Candidates with experience in:

• D2C / E-commerce operations
• Order processing and fulfilment
• Logistics coordination
• Shopify order management
• Customer support
• Chat and voice support
• Sales/order reporting

Contact Details

HR- Aanchal

Contact no.- [phone removed]

Email Id - [email removed]