Customer Service Executive

Job Title : Customer Service Executive

Location : Gurugram

Role and Responsibilities :

Customer Queries & Resolution

• Handle inbound queries via WhatsApp, email, and marketplace portals (Nykaa, Myntra, etc.)

• Resolve order-related issues — delays, wrong items, missing shipments, damaged products

• Process return, exchange, and refund requests as per policy

• Coordinate with the logistics team to track shipments and resolve delivery issues

• Escalate unresolved issues to the right internal team with full context

Post-Purchase Experience

• Proactively update customers on order status, delays, and resolutions • Collect and log customer feedback — product fit, quality, packaging

• Identify repeat complaints and flag patterns to the team

Operations & Reporting

• Maintain daily ticket log — open, resolved, pending

• Track TAT (turnaround time) on queries and escalations

• Coordinate with warehouse for return pickups and replacements

• Support the team during high-traffic periods — sales, festive season launches

Required Skills :

• 1–3 years of customer support experience — D2C, e-commerce, or retail preferred

• Excellent written and spoken communication in Hindi and English

• Patient, empathetic, and solution-focused — you don't just close tickets, you fix problems

• Comfortable with WhatsApp Business, email, and basic Excel / Google Sheets

• Familiarity with Shopify, Nykaa, or Myntra seller portals is a plus

• Able to work in rotational shifts and rotational week offs