Customer Support Executive

About MyPustak.comMyPustak.com is a growing online book platform focused on making books more affordable and accessible through new and pre-owned books. We are building India’s circular book economy by helping books find new readers.

Job RoleWe are looking for a Customer Support Executive who can handle customer queries, resolve order-related issues, and coordinate with internal teams to ensure a smooth customer experience.

The ideal candidate should be comfortable communicating with customers over phone, WhatsApp, email, and chat, and should have a problem-solving approach.

• Key ResponsibilitiesHandle customer queries related to orders, payments, delivery, returns, refunds, cancellations, and exchanges.
• Respond to customers through phone calls, WhatsApp, email, and website/chat support.
• Track delayed, failed, lost, or returned shipments and coordinate with the logistics team for resolution.
• Coordinate with the warehouse, catalogue, operations, and logistics teams to resolve customer issues.
• Handle complaints professionally and ensure timely resolution.
• Follow up with customers regarding pending issues and provide regular updates.
• Help customers with questions related to new and used book conditions, pricing, availability, and orders.
• Record customer complaints, resolutions, and important interactions in the company's system.
• Identify recurring customer issues and report them to the concerned team.
• Follow company policies for refunds, returns, cancellations, and other customer-service processes.
• Maintain a high level of accuracy while handling customer and order information.
• Escalate complex or unresolved issues to the appropriate senior/team member.
• Freshers with good communication skills may also apply.
• Good Hindi and English communication skills; Bengali would be an added advantage.
• Comfortable speaking with customers over the phone.
• Basic computer knowledge and familiarity with WhatsApp, email, Excel/Google Sheets, and web-based systems.
• Ability to understand customer problems and provide practical solutions.
• Good follow-up and coordination skills.
• Ability to work in a fast-paced e-commerce environment.
• Preferred SkillsPrevious experience in an e-commerce company or online marketplace.
• Experience handling logistics, courier, return, refund, or COD-related queries.
• Basic understanding of CRM/helpdesk software.
• Good typing and written communication skills.
• Ability to remain professional while handling difficult or dissatisfied customers.
• What We Are Looking ForCustomer-first approach
• Strong ownership and follow-up
• Good communication
• Patience and problem-solving ability
• Attention to detail
• Ability to coordinate with multiple teams
• Willingness to learn and take responsibility