Customer Support Executive

Job Summary:

The Customer Support Executive will be responsible for delivering a smooth and exceptional shopping experience to customers by responding to queries, resolving issues, and coordinating with internal teams. The role demands strong communication skills, familiarity with online shopping processes, and the ability to handle both pre- and post-order support.
Total Years Experience: 1 to 2 Years
Notice period: Immediate to 30Days

Job Description:

Customer Interaction

• Handle customer inquiries through phone, email, chat, WhatsApp, and social media.
• Assist customers with order placement, product details, delivery timelines, returns, and refunds.
• Guide customers through website/app navigation, payment issues, and account-related queries.

Issue Resolution

• Resolve order-related concerns such as delayed delivery, damaged/incorrect items, missing products, or payment failures.
• Coordinate with logistics, warehouse, seller support, and operations teams for timely issue resolution.
• Escalate critical or unresolved cases to the senior support team or team lead.

Operations & Documentation

• Maintain accurate records of customer interactions
• Track open cases to ensure quick and satisfactory closure.
• Update FAQs and contribute to knowledge-base improvements.

Customer Satisfaction

• Ensure high customer satisfaction scores by delivering empathetic, accurate, and solution-oriented responses.
• Follow SOPs to maintain quality and consistency of service.
• Identify recurring issues and share insights for improving processes, product listings, or customer experience.

Required Skills & Qualifications:

Excellent written and verbal communication skills.

Hindi Mandatory

Customer-first mind-set.

Empathy and patience.

Strong problem-solving abilities and customer-handling skills.

Basic understanding of e-commerce order flow, payments, and logistics.

Bachelor’s degree in any field.

Job Types: Full-time, Permanent

Location:

• T Nagar, Chennai, Tamil Nadu (Required)