Customer Support Executive

Job Overview

We are seeking a Customer Support Executive to efficiently handle inquiries and resolve issues related to our products and services. The role involves managing customer communications across multiple channels including email, live chat, calls, and WhatsApp, ensuring professional and prompt assistance.

Key Responsibilities

• Respond to customer queries about product details, order status, shipping, returns, and other related matters using various communication platforms.
• Investigate and address customer complaints concerning orders, payments, and refunds with a focus on effective resolution and customer satisfaction.
• Work jointly with the fulfilment team to guarantee accurate order processing, shipment monitoring, and timely delivery updates.
• Handle requests for returns and exchanges by initiating authorizations and processing refunds or replacements according to company policy.
• Keep updated on product changes, promotions, and internal policies to provide correct information and support to customers.
• Record every customer interaction, including feedback and complaints, within the support system and highlight recurring issues to management for further action.
• Collect and communicate customer insights to relevant departments to enhance product offerings and overall customer experience.

Candidate Qualifications

• Between six months and one year of experience in customer support, preferably within retail or e-commerce sectors.
• Graduate degree in any discipline.
• Strong verbal and written communication skills.
• Proficiency in English and Hindi, plus one South Indian language: Kannada, Telugu, Tamil, or Malayalam.