E-Commerce Executive

Order Confirmation & Customer Support ExecutiveCompany: SUNGLASSIC

Location: Surat, Gujarat

Job Type: Full-Time | Work From Office

Department: Customer Experience & Operations

About SUNGLASSICSUNGLASSIC is a fast-growing D2C eyewear brand focused on delivering stylish, premium-quality sunglasses at affordable prices with an exceptional customer experience.

We are looking for a Customer Support & Order Confirmation Executive who can handle customer communication, confirm orders, resolve queries, and ensure a smooth experience from order placement to delivery.

Key ResponsibilitiesOrder Confirmation

• Call customers to confirm COD and high-value orders.
• Verify customer name, phone number, delivery address, product and order details.
• Confirm customer availability for delivery.
• Identify and flag suspicious, duplicate or doubtful orders.
• Update order confirmation status accurately in the system.
• Coordinate with the operations/dispatch team for confirmed orders.

Customer Support

• Handle customer queries through phone calls, WhatsApp, chat and other support channels.
• Assist customers with product information, size/style selection, order status and delivery-related queries.
• Handle requests related to returns, exchanges, refunds, warranty and damaged products according to company policy.
• Coordinate with courier and internal teams to resolve delivery issues.
• Follow up with customers until their issue is properly resolved.
• Maintain a polite, professional and customer-friendly communication style.

Customer Experience

• Build positive relationships with customers.
• Understand customer concerns and provide appropriate solutions.
• Collect customer feedback and identify recurring issues.
• Escalate complex cases to the senior team when required.
• Maintain accurate records of customer interactions and complaints.
• RequirementsExperience: 1–3 years in customer support, telecalling, order confirmation, e-commerce or a similar role.
• Freshers with strong communication skills may also apply.
• Excellent Hindi and English communication is required.
• Gujarati communication will be an added advantage.
• Good telephone etiquette and convincing skills.
• Basic computer knowledge.
• Comfortable using WhatsApp, CRM/order management systems and Google Sheets.
• Ability to handle multiple customer conversations and tasks.
• Strong problem-solving and follow-up skills.

Preferred CandidateWe are looking for someone who is:

• Confident and comfortable speaking with customers.
• Patient and polite while handling complaints.
• Responsible and target-oriented.
• Good at convincing customers to confirm COD orders.
• Fast learner and comfortable working in a D2C/e-commerce environment.
• Able to work independently as well as with a team.
• Key Performance Indicators (KPIs)COD Order Confirmation Rate
• Successful Delivery Rate
• Customer Response Time
• Customer Complaint Resolution Time
• Customer Satisfaction
• Follow-up Accuracy
• Order Cancellation Rate
• Daily Call & Support Handling

Working HoursFull-Time | Work From Office

Location: Surat, Gujarat