Customer Support Executive

Customer Support & Order Fulfilment Executive

Location: Mumbai (On-site)

Industry: E-commerce / D2C

Role Overview:-

We are looking for a Customer Support & Order Fulfilment Executive to assist with customer queries, order processing, and fulfilment operations for our growing e-commerce brand.

The ideal candidate should have around 2 years of experience in customer support, strong communication skills, and willingness to learn e-commerce operations. Training will be provided for fulfilment processes.

Key Responsibilities

• Customer SupportHandle customer queries via email, chat, and calls
• Manage support tickets using Richpanel
• Resolve customer issues related to orders, delivery, refunds, and replacements
• Maintain professional communication with customers in fluent English
• Order ManagementMonitor orders on Shopify
• Ensure orders are processed and dispatched correctly
• Coordinate with warehouse and logistics teams for order fulfilment
• Shipment & Delivery SupportTrack shipments and assist with delivery delays
• Handle courier-related issues such as NDR, RTO, and delivery failures
• Coordinate with courier partners to resolve delivery issues
• Returns & RefundsManage return requests and refund processing
• Coordinate with warehouse for reverse pickups
• Ensure accurate order records and customer updates
• Basic ReportingMaintain daily reports of tickets, returns, refunds, and delivery issues
• Escalate complex issues to the operations team

Required Skills & Experience

• Around 2 years of experience in customer support
• Experience in e-commerce support is preferred

Skills

• Fluent English communication (spoken and written)
• Comfortable handling customer calls
• Basic understanding of Shopify or e-commerce order systems (preferred)

Tools

• Richpanel / Zendesk / Freshdesk (any support tool)
• Google Sheets / Excel
• What We Are Looking ForStrong problem-solving attitude
• Willingness to learn fulfilment and operations
• Ability to handle customers professionally
• Good attention to detail

LocationMumbai (Work from Office)