Customer Support Executive

We are looking for candidates who have experience in Customer service field. The company is into the Ecommerce (Food) industry. Candidates who have worked into the ecommerce industry will have an added advantage:

Key Responsibilities

1. Customer Support / Communication

• Respond to customer queries via WhatsApp, Email, Chat, and/or Calls about order status, delays, COD confirmation, returns, refunds, etc.
• Provide accurate, courteous, and timely updates to customers regarding tracking, delivery, and any issues.
• Record and escalate serious or recurring issues.

1. Order Tracking

• Monitor all shipped orders in transit; identify delayed / stuck / lost shipments.
• Coordinate with courier/logistics partners to get real-time information on delivery/return statuses.
• Update customers proactively if there are delays, partial shipments, or any logistics issues.

1. RTO (Return to Origin) / Failed Deliveries Handling

• For COD orders: call and confirm order / address details to minimize delivery failures.
• Analyze reasons for returns or failed deliveries; work with courier / fulfilment to reduce recurring causes.
• Keep track of RTO metrics; suggest process improvements (e.g. better phone confirmations, address verifications).

1. Coordination & Internal Processes

• Liaise with operations team (packing / dispatch / warehouse) to track readiness of orders.
• Maintain data/records of order tracking, returns, customer interactions, RTO reasons.
• Use internal dashboards / tools (e.g. Shopify, courier dashboards, CRM) to ensure visibility.
• Suggest improvements in process to reduce delays, improve customer satisfaction.

1. Reporting

• Daily / weekly reporting on metrics like number of queries, order tracking exceptions, RTO rate, average delivery time, customer satisfaction.
• Use insights to propose changes (e.g. change courier partners, change packaging, improve address verification).

1. Customer Feedback

• Collect customer feedback (post-delivery) to understand the experience.
• Work with marketing / operations to act on feedback (packaging, delivery issues, etc.).
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• Working hours: 6 days/week depending on business; important to handle peak times (order dispatch and tracking).