E-commerce Executive

2 weeks ago

Noida, India Oxygen Magnesium Private Limited Full time

**JD for the E-commerce Customer Support Executive**

Position: E-Commerce Customer Support Executive

Role: E-Commerce Operations

Industry Type: Personal Care

**Job Type**: Full Time

Education: Any Graduate

Experience: Minimum 2 Years

Location: Noida, NCR

Working Mode: Work From Office

**Responsibilities**:

- Demonstrate a comprehensive understanding of E-commerce portals.
- Evaluate approaches and strategies to efficiently resolve customer issues across various social platforms.
- Effectively manage orders and inventory.
- Understand customer queries and expectations, providing real-time solutions to ensure satisfaction.
- Resolve customer complaints and queries efficiently, utilizing correct escalation procedures.
- Maintain customer contact for all escalated conversations.
- Conduct outbound calls as per work requirements.
- Maintain MIS reports to manage information flow in and out of the organization, contributing to individual, process, and organizational growth.
- Collaborate closely with different teams, including Operations, Marketing, Product, Growth, and other key teams.
- Assist clients with online orders and coordinate with the logistics team.
- Follow up on all customer requests to uphold the brand's commitment to the highest level of customer service.
- Serve as the primary contact for customer inquiries about our products and brand.
- Communicate our company policies concisely to clients.
- Achieve relevant Key Performance Indicators (KPIs) to drive business results and enhance the overall customer experience.

**Qualifications / Skills**:

- Mandatory knowledge of E-commerce platform functioning.
- Strong communication skills, both written and verbal, with the ability to communicate effectively with international clients.
- Proficiency in MS Word, MS Excel, Google Spreadsheet, and Docs.
- Minimum 2-3 years of proven customer service experience (voice, non-voice, social media).
- Ability to think of long-term solutions rather than short-term fixes.
- Ability to multitask, work under pressure, and meet deadlines.
- Proficient in keeping records of all data associated with shipments and customer issues.

**Salary: ₹18,000.00 - ₹25,000.00 per month**

**Additional Responsibilities**:

- Timely raising of tickets and updates on each open ticket status, taking required actions if needed.
- Following the escalation matrix and closing issues within set timelines.
- Sharing performance reports with management on the number of complaints received and handled.
- Maintaining a healthy professional relationship with customers to understand their requirements and contribute to business growth.
- Maintaining an individual log of lost/damaged items regularly and sharing it with concerned authorities at each month-end.
- Monthly closure and reconciliation.
- Overseeing order fulfillment processes to ensure accurate and timely deliveries.
- Developing and implementing logistics strategies to improve overall supply chain efficiency.
- Forecasting demand and planning for future logistics needs.
- Analyzing data related to logistics operations to identify trends and areas for improvement.
- Identifying potential risks in the supply chain and developing strategies to mitigate them.
- Planning for and responding to disruptions in logistics operations.

**Salary**: ₹20,000.00 - ₹25,000.00 per month

Schedule:

- Day shift

Expected Start Date: 01/12/2023

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