Customer Support Executive

Key Responsibilities

• Handle inbound and outbound customer calls, chats, emails, and WhatsApp queries.
• Follow up with customers who have abandoned their carts and encourage order completion.
• Conduct COD verification and confirmation calls to reduce order cancellations and RTO.
• Resolve customer queries related to orders, payments, deliveries, products, refunds, and replacements.
• Coordinate with logistics, warehouse, and internal teams for timely issue resolution.
• Ensure timely follow-up and closure of customer complaints.
• Maintain accurate customer interaction records in the CRM.
• Identify recurring customer issues and share insights with relevant teams.
• Deliver a high-quality customer experience while meeting response time and resolution SLAs.
• Support customer retention initiatives and drive repeat purchases through excellent service.
  
  

• Bachelor's degree in any discipline.
• 1–3 years of experience in customer support, customer success, or a similar role. Experience in D2C or e-commerce is preferred.
• Excellent verbal and written communication skills in Hindi and English.
• Strong problem-solving and interpersonal skills.
• Comfortable handling customer conversations over calls, chats, and emails.
• Proficient in Microsoft Excel and CRM or customer support tools.
• Ability to work in a fast-paced, target-driven environment.