Customer Support

Role Summary
The Customer Support Executive – Chat Support will be responsible for handling customer queries through online chat platforms, ensuring timely, accurate, and satisfactory resolution. The role requires excellent written communication skills, customer empathy, and a good understanding of e-commerce processes related to fashion and imitation jewellery.
* Handle customer interactions via chat support on website, marketplace, and social media platforms
* Resolve customer queries related to orders, delivery status, returns, refunds, cancellations, product details, and offers
* Provide accurate information regarding products, pricing, policies, and promotions
* Coordinate with warehouse, logistics, and internal teams to resolve customer issues
* Maintain high standards of customer satisfaction (CSAT) and response turnaround time
* Document customer interactions and update cases in CRM systems
* Follow defined SOPs, quality guidelines, and escalation processes
* Identify recurring issues and share feedback for process improvement