Senior Executive - Customer Experience

Job Summary:

We are looking for a highly motivated and experiencedCustomer Support Senior Executive to join our team. The ideal candidate willhandle customer queries via email and calls, manage returns and replacements,and have strong skills in data analysis and report preparation. customergrievances, and ensuring smooth team coordination. The candidate must also havehands-on experience in Amazon seller/customer support processes, This roledemands excellent communication, problem-solving ability, and a strong sense ofownership in delivering superior customer service.

Key Responsibilities:

Customer Support:

Respondpromptly to customer queries via email and phone in a professional andempathetic manner.

Provideaccurate product, service, and order information to resolve issues efficiently.

Track andfollow up on open tickets, ensuring timely resolution within TAT.

Escalateunresolved issues to appropriate internal teams when required.

Returns & Replacements, Amazon & Marketplace Support

Handle theend-to-end process for returns, replacements, and refunds in coordination withwarehouse and logistics teams.

Maintainclear communication with customers regarding timelines, next steps, andexpectations.

Ensurerecords are updated in CRM with proper documentation for each case.

Handlecustomer complaints, returns, replacements, and escalations on Amazon and othermarketplace platforms.

Coordinatewith the Amazon seller support team and backend teams to resolve issues withindefined SLAs.

Track andmanage Amazon order defects, customer feedback, and ensure performance metricsare maintained.

Reporting & Data Analysis:

Prepareand maintain daily/weekly/monthly reports on support metrics, ticket volumes,issue trends, and customer satisfaction.

Analyzedata to identify patterns or recurring issues and provide insights to improvesupport processes.

Track TAT,SLA adherence, escalation trends, and suggest improvements based on data.

Key Skills and Competencies:

Excellentverbal and written communication skills

Strongcustomer-centric attitude and problem-solving skills

Goodcommand over Excel/Google Sheets (VLOOKUP, Pivot Tables, Charts, etc.)

Workingknowledge of CRM and ticketing tools (e.g. Salesforce)

Ability tomultitask and prioritize effectively in a fast-paced environment

Stronganalytical mindset with attention to detail

Qualifications and Experience:

Bachelorsdegree in any discipline

24 yearsof experience in customer support (voice/email)

Priorexperience in handling returns and replacements is a must

Provenexperience in preparing reports and basic data analysis

E-commerce,D2C, or retail background is a plus

Work Schedule:

6-dayworking (Rotational or fixed shifts as per business needs)

Flexibleto work on weekends/public holidays if required