Customer Support Executive

Key Responsibilities

• Handle inbound customer calls and make outbound calls for order updates, follow-ups, delivery coordination, and feedback collection.
• Respond to customer queries and complaints through phone, email, and chat in a timely and professional manner.
• Assist customers with product information, order status, cancellations, exchanges, returns, and refund requests as per company policy.
• Resolve order-related concerns, including wrong or missing items, delayed shipments, and failed deliveries.
• Coordinate with internal teams and logistics partners, including Shiprocket and Blue Dart, to track shipments and resolve delivery issues.
• Follow up with customers until their concerns are resolved and keep them informed of progress.
• Maintain accurate records of customer interactions, complaints, feedback, and resolutions on the support platform.
• Escalate complex or unresolved issues to the appropriate department or manager promptly.
• Monitor and respond to customer reviews on the website and other relevant platforms.
• Identify recurring complaints and suggest practical improvements to customer support processes.

Requirements

• Strong verbal and written communication skills in Hindi and English.
• Confidence in handling inbound and outbound calls professionally.
• Good listening, problem-solving, and interpersonal skills.
• Ability to handle dissatisfied customers with patience and empathy.
• Basic computer skills and familiarity with email, spreadsheets, and customer support tools.
• Good organisational skills and the ability to manage multiple queries and follow-ups.
• Previous experience in customer support, a call centre, or e-commerce operations is preferred.
• Familiarity with Shiprocket, Blue Dart, or similar logistics platforms is an advantage.