Customer Support Executive

Key Responsibilities:

• Customer Support: Handle incoming queries and complaints through email, chat, phone calls, and social media. Provide prompt, accurate, and professional responses.
• Order Management: Assist customers with order placement, tracking, cancellations, refunds, and exchanges.
• Problem Resolution: Investigate and resolve customer issues or complaints, ensuring a satisfactory resolution within SLA guidelines.
• Product Knowledge: Develop in-depth knowledge of the company’s products, services, and policies to provide accurate assistance.
• Feedback Handling: Collect and report customer feedback to relevant teams for process improvements.
• CRM Management: Maintain records of customer interactions and transactions in the company’s CRM system.
• Team Collaboration: Work closely with other teams, such as logistics, sales, and operations, to resolve customer issues effectively.

Skills and Qualifications:

• Educational Background: Bachelor’s degree in any field (preferred).
• Experience: Minimum 1-2 years of experience in customer service, preferably in the e-commerce sector.
• Communication Skills: Excellent verbal and written communication skills.
• Tech-Savvy: Familiarity with e-commerce platforms, CRM tools, and Microsoft Office.
• Problem-Solving: Strong analytical and problem-solving skills with attention to detail.
• Customer-Oriented: Empathy, patience, and a passion for delivering top-notch customer experiences.
• Multitasking: Ability to manage multiple tasks and prioritize under pressure.
• Language Proficiency: [Add regional language skills if necessary].

Preferred Skills:

• Experience in handling escalations and working in a fast-paced environment.
• Knowledge of online payment processes and logistics operations.
• Familiarity with chatbots and AI-driven customer service tools.