Customer Support Executive

Key Responsibilities

Customer Support

1. Handle customer inquiries, requests, and complaints through phone, email, and WhatsApp.
2. Deliver prompt, professional, and empathetic support to ensure high customer satisfaction.
3. Resolve escalated customer concerns within defined service level agreements (SLAs).
4. Maintain clear communication throughout the customer journey.

Operations & Logistics

1. Monitor and resolve Non-Delivery Reports (NDRs) to minimize Return-to-Origin (RTO) shipments.
2. Coordinate with customers and courier partners to ensure successful deliveries.
3. Track shipments from dispatch through delivery and proactively address delays.
4. Work closely with third-party logistics (3PL) providers to streamline fulfillment operations.
5. Maintain dispatch records, booking logs, and operational documentation.

Backend & Data Management

1. Update CRM systems with customer interactions, order statuses, and support activities.
2. Collaborate with warehouse, inventory, and technology teams to resolve operationalbottlenecks.
3. Prepare and maintain reports using Microsoft Excel to monitor operational performance andcustomer support metrics.