Customer Support Executive

Role Overview

We are looking for a proactive and detail-oriented Customer Support Executive to manage the end-to-end customer journey from initial order placement to final delivery. You will act as the primary point of contact via phone and live chat, confirming order details, preventing delivery failures, and resolving transit or post-purchase issues to ensure a seamless customer experience.

Key Responsibilities

• Order Confirmation & Verification. Contact customers promptly via phone calls, live chat, and messaging platforms (e.g., WhatsApp) to verify order details, shipping addresses, and payment modes (especially Cash on Delivery orders) before dispatch.
• End-to-End Shipment Tracking. Monitor active orders from warehouse dispatch through last-mile delivery, proactively updating customers on shipping statuses and estimated delivery times.
• Exception & NDR Management. Identify stuck, delayed, or undelivered shipments (Non-Delivery Reports) and coordinate directly with courier partners and logistics teams to re-attempt delivery and reduce Return to Origin (RTO) rates.
• Omnichannel Query Resolution. Handle inbound customer inquiries across phone and chat regarding order modifications, cancellations, delivery rescheduling, and product details within defined turnaround times.
• Post-Delivery & Return Support. Assist customers with post-delivery concerns, including damaged items, missing products, exchanges, and refund status updates, ensuring complete issue closure.
• CRM & Ticket Documentation. Log every customer call, chat interaction, and order status update accurately in the CRM or helpdesk software to maintain clean operational records.
• Cross-Departmental Coordination. Escalate complex billing, inventory, or warehouse fulfillment issues to the relevant internal teams with complete context and follow up until resolved.

Qualifications & Skills

• Experience. 0–2+ years of experience in customer support, order processing, or e-commerce operations (freshers with strong communication skills are welcome).
• Communication. Clear, polite, and persuasive verbal and written communication skills in English and [insert required regional languages, e.g., Hindi].
• Technical Proficiency. Familiarity with CRM/helpdesk tools (e.g., Zoko , Wati , Interkart , Convertway , AISensy ), order management systems (e.g., Shopify, Unicommerce), and basic MS Excel or Google Sheets.
• Problem-Solving & Empathy. Ability to stay calm under pressure, de-escalate frustrated customers, and find practical solutions quickly.
• Multitasking. Strong typing speed and organizational skills to manage concurrent chat windows alongside outbound confirmation calls.
• Education. High school diploma or Bachelor’s degree in any discipline.