Customer Support Executive

Angasudha is a premium men's ethnic wear brand offering a wide range of traditional and contemporary ethnic outfits, including Kurta Pyjama Sets, Dhoti Kurtas, Jodhpuri Suits, Indo-Western Wear, Sherwanis and Nehru Jackets.

We are looking for a responsible, customer-focused and proactive Customer Support Executive to manage customer queries, handle sales inquiries, coordinate orders and ensure an excellent shopping experience across our online platforms.

• Key Responsibilities1. Customer Support & Query ManagementHandle customer inquiries through WhatsApp, phone calls, emails, website chat and social media.
• Respond to customer questions regarding products, fabrics, colours, sizes, availability, pricing and delivery timelines.
• Provide professional and polite responses to customer complaints and concerns.
• Assist customers with order-related queries, delivery updates, exchanges and returns.
• Ensure timely follow-ups and maintain a high level of customer satisfaction.
• 2. Sales & Inquiry HandlingHandle incoming product and sales inquiries from potential customers.
• Guide customers in selecting suitable products, sizes, colours and designs.
• Convert customer inquiries into confirmed orders.
• Follow up with interested customers and pending enquiries.
• Promote ongoing offers, discounts and new collections.
• Maintain records of leads and successfully converted inquiries.
• 3. Order ManagementManage and monitor orders received through the Shopify website and other selling platforms.
• Verify customer details, product selections, sizes, quantities and payment status.
• Coordinate with the packing and dispatch team for timely order processing.
• Track pending, processing, dispatched, delivered and cancelled orders.
• Follow up on delayed shipments with courier partners.
• Update customers regarding order and shipment status.
• 4. Return, Exchange & Refund ManagementHandle customer requests related to returns, exchanges and refunds.
• Coordinate with the warehouse and operations team for return pickups and replacement dispatches.
• Maintain proper records of return, exchange and refund cases.
• Follow company policies while resolving customer issues.
• 5. Internal Team CoordinationCoordinate with the warehouse, production, packing, dispatch and accounts teams.
• Communicate special customer requirements to the concerned departments.
• Ensure customer commitments are communicated properly to the internal team.
• Escalate unresolved issues to the reporting manager.
• 6. Daily Reporting & Record ManagementMaintain daily records of customer inquiries, calls, leads and order-related activities.
• Prepare daily customer support and sales inquiry reports.
• Maintain records of pending customer complaints and follow-ups.
• Monitor customer feedback and identify frequently occurring issues.
• Share daily work updates with the reporting manager.
• Required Skills & QualificationsMinimum qualification: 12th Pass / Graduate.
• 1–3 years of experience in customer support, e-commerce or online sales preferred.
• Good communication skills in Bengali, Hindi and English.
• Basic computer knowledge and proficiency in MS Excel and Google Sheets.
• Knowledge of Shopify and e-commerce platforms will be an added advantage.
• Experience handling WhatsApp Business, email and customer support tools.
• Good problem-solving, communication and convincing skills.
• Ability to handle multiple tasks and work under deadlines.
• Positive attitude, patience and customer-friendly behaviour.