Customer Support Executive

Role Overview

Responsible for handling customer queries across WhatsApp, calls, email and social platforms. Ensures quick resolution, order tracking, complaint management, and coordination with warehouse and courier partners.

Key Responsibilities

Customer Communication

• Respond to customer queries on WhatsApp, calls and email.
• Provide order updates, tracking details, replacement and return information.
• Handle complaints with clear communication and follow escalation steps where required.

Order and Courier Coordination

• Check orders daily and ensure correct dispatch details.
• Coordinate with warehouse team for packing status and item availability.
• Follow up with courier partners for delayed, RTO, lost or damaged shipments.
• Create tickets for courier issues and resolve them within timelines.

Issue Resolution

• Handle refund requests, return approvals and exchange cases.
• Investigate packaging, wrong item, missing item and damage complaints.
• Maintain proper logs for each case and update status until closure.

Platform Management

• Respond to customer reviews and Q&A on Shopify, Instagram, Amazon etc.
• Manage WhatsApp broadcast lists and automated messages.
• Escalate technical issues on the website to internal team.

Internal Coordination

• Work with warehouse, accounts and design team when required.
• Share daily report of issues, resolutions, delays, and high-priority cases.

Skills Required

• Strong communication skills in English and Hindi.
• Good typing speed and accuracy.
• Experience in order management or courier tracking is preferred.
• Ability to handle customers calmly under pressure.
• Knowledge of basic spreadsheets, WhatsApp Business, CRM tools.