Customer Support Executive

Customer Support ExecutiveCompany: Zaroori Retail

Department: Customer Support / Operations

Location: Ludhiana

Employment Type: Full-Time

Experience: 1–3 Years

About the RoleZaroori Retail is looking for a proactive and customer-focused Customer Support Executive to join our team. The candidate will be responsible for handling customer queries, resolving complaints, coordinating order-related concerns, and ensuring a smooth and positive customer experience across all communication channels.

The ideal candidate should have excellent communication skills, a problem-solving mindset, and the ability to efficiently manage multiple customer requests while maintaining a high level of professionalism.

• Key ResponsibilitiesHandle customer queries and concerns through phone calls, WhatsApp, email, chat, and other support channels.
• Assist customers with product information, order status, delivery updates, cancellations, returns, exchanges, and refunds.
• Resolve customer complaints promptly and professionally while maintaining a positive customer experience.
• Coordinate with warehouse, logistics, sales, operations, and other internal teams to resolve customer issues.
• Track customer complaints and ensure timely follow-ups until resolution.
• Maintain accurate records of customer interactions, complaints, orders, and resolutions.
• Monitor pending and escalated cases and ensure they are closed within the defined turnaround time.
• Identify recurring customer issues and communicate them to the relevant teams for corrective action.
• Assist customers with product-related questions and provide accurate information about products, offers, and policies.
• Follow company guidelines and SOPs while handling customer interactions.
• Maintain a professional and customer-friendly tone across all communication channels.
• Work towards achieving customer support KPIs such as response time, resolution time, ticket closure, and customer satisfaction.
• Support the team in improving overall customer experience and service processes.
• Required SkillsExcellent verbal and written communication skills.
• Strong customer-handling and problem-solving abilities.
• Good knowledge of MS Excel/Google Sheets and basic computer operations.
• Ability to handle multiple customer queries simultaneously.
• Good follow-up and coordination skills.
• Patience and professionalism while dealing with difficult or dissatisfied customers.
• Strong attention to detail.
• Ability to work independently as well as within a team.
• Prior experience with e-commerce, D2C, retail, or customer support will be an advantage.
• Preferred Candidate ProfileExperience: 1–3 years in customer support, customer service, e-commerce, retail, or a related role.
• Candidates with experience handling online orders, returns, refunds, logistics, and marketplace/D2C customer queries will be preferred.
• Comfortable working in a fast-paced environment.
• Customer-first attitude with strong ownership and accountability.
• Key Performance Indicators (KPIs)Customer response time
• Query resolution time
• Customer satisfaction (CSAT)
• Ticket/order closure rate
• Escalation rate
• Follow-up and resolution efficiency
• Accuracy of customer/order information

Why Join Zaroori Retail?At Zaroori Retail, you will have the opportunity to work in a growing retail environment and contribute directly to customer experience, operational efficiency, and brand growth.