Customer Support Executive

Customer Support ExecutiveCompany: Tresneria

Industry: E-commerce | Personalised Gifts & Home Décor

Job Type: Full-Time

Location: Delhi

Salary: Based on experience

About TresneriaTresneria is a growing e-commerce brand specialising in personalised gifts, acrylic photo products, home décor, and lifestyle accessories. We sell through our website and leading marketplaces, including Amazon and Flipkart.

We are looking for a proactive, responsible, and customer-focused Customer Support Executive who can manage customer queries, resolve order-related issues, and ensure a smooth shopping experience.

Key Responsibilities1. Customer Communication

• Handle customer queries through WhatsApp, phone calls, emails, and website chat.
• Assist customers with product information, order placement, customisation, and delivery timelines.
• Respond professionally to customer complaints and provide timely resolutions.
• Follow up with customers regarding pending queries and unresolved issues.

2. Order Management

• Monitor and manage orders received through our website and marketplaces.
• Coordinate with the production and dispatch teams to ensure timely order processing.
• Handle order modifications, cancellations, and customer requests.
• Keep customers updated about their order status.

3. Shipping & Delivery Coordination

• Track shipments and proactively identify delivery delays.
• Coordinate with courier partners such as DTDC and Shiprocket to resolve delivery issues.
• Handle delivery complaints, failed delivery attempts, and RTO (Return to Origin) cases.
• Raise support tickets, follow up on escalations, and ensure timely resolution.
• Maintain proper records of shipping-related complaints and resolutions.

4. Returns, Refunds & Complaints

• Manage customer complaints regarding damaged, incorrect, delayed, or missing products.
• Coordinate replacements, refunds, and returns as per company policies.
• Investigate customer issues and coordinate with internal teams to resolve them.
• Maintain a positive customer experience even during challenging situations.

5. Customer Experience & Reporting

• Maintain accurate records of customer interactions and complaints.
• Track pending cases and ensure no customer query remains unattended.
• Collect customer feedback and share recurring issues with management.
• Prepare daily reports on customer queries, complaints, and resolutions.
• Required Skills & QualificationsMinimum qualification: 12th pass; graduates preferred.
• Previous experience in customer support, e-commerce operations, or order management preferred.
• Good communication skills in Hindi and basic English.
• Comfortable handling customer calls, WhatsApp, and emails.
• Basic computer knowledge, including Google Sheets or Microsoft Excel.
• Strong problem-solving skills and attention to detail.
• Ability to handle multiple customer queries and work independently.
• Professional, patient, and customer-oriented attitude.

Preferred ExperienceCandidates with experience in the following areas will have an advantage:

• Shopify or WooCommerce order management.
• Amazon and Flipkart seller portals.
• Shiprocket, DTDC, or other courier management platforms.
• E-commerce returns, refunds, and RTO management.
• WhatsApp Business and customer support tools.

What We’re Looking ForWe value ownership, accountability, and problem-solving ability.

The ideal candidate should not simply respond to customer queries but actively follow up and take responsibility for resolving issues.

We are looking for someone who:

• Takes initiative rather than waiting for instructions.
• Follows up consistently until issues are resolved.
• Communicates clearly and respectfully with customers.
• Can prioritise urgent complaints and delivery escalations.
• Is organised, reliable, and comfortable working in a fast-growing e-commerce environment.

Performance ExpectationsSuccess in this role will be measured through:

• Customer response and resolution times.
• Number of successfully resolved complaints.
• Timely follow-up on pending deliveries and RTO cases.
• Accuracy in order handling and customer communication.
• Overall customer satisfaction.