Job Description

Job Summary We are seeking a highly motivated and customer-focused individual to join our team as a Customer Support Executive with a specialization in e-commerce. This role requires a professional who excels at delivering exceptional service, resolving customer inquiries, and ensuring seamless online shopping experiences. The ideal candidate will have excellent communication skills, a proactive mindset, and the ability to multitask in a fast-paced environment. Your Role and Responsibilities Customer Assistance Respond promptly to customer inquiries via email, chat, and phone. Resolve complaints, process orders, returns, and refunds effectively. Guide customers through product selection, payment processes, and delivery tracking. E-Commerce Operations Collaborate with the logistics team to ensure timely order fulfillment and delivery. Address payment discrepancies and liaise with the accounts team for resolution. Monitor and update order statuses in the system. Issue Resolution and Feedback Identify and resolve product-related issues in collaboration with the operations team. Escalate unresolved issues to the appropriate departments while maintaining customer communication. Collect and analyze customer feedback to improve service quality. Knowledge Management Maintain a thorough understanding of the company s products, services, and e-commerce platform. Keep updated with new product launches, promotions, and policies. Document customer interactions and recurring issues to enhance the support process. Customer Retention and Engagement Build positive relationships with customers to foster loyalty. Recommend relevant products and services to enhance customer satisfaction. Participate in customer satisfaction surveys and suggest actionable improvements. Required Technical and Professional Expertise Proficiency in using e-commerce platforms such as Shopify, Magento, or WooCommerce. Familiarity with CRM tools (e. g. , Salesforce, Zendesk, or Freshdesk). Strong problem-solving and decision-making skills. Excellent verbal and written communication in English; multilingual skills are a plus. Ability to handle challenging customers with patience and professionalism. Qualification & Experience Required Bachelor s degree in Business Administration, Communication, or a related field. 2-4 years of experience in customer support, preferably in an e-commerce or retail environment. Basic understanding of online payment gateways and logistics operations. Knowledge of digital marketing tools (Google Analytics, SEO) is an advantage.

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