Customer Support

1 week ago

Trivandrum District Kerala, India LILO Full time

**Job Title**: Customer Support & Delivery (CSD) Executive

**Location**: Trivandrum

**Experience**:1 to 3 Years

**Company**:LiLO (Live Local)** - A leading eCommerce platform delivering high-quality products directly to customers.

**About the Role**:
**Key Responsibilities**:
**2.** **Order Fulfillment Coordination**:Work closely with inventory and logistics teams to ensure accurate and timely order processing and delivery.

**3. Delivery Team Coordination**: Assign and track delivery agents for timely pickups and deliveries, and resolve last-mile issues.

**4.** **Customer Feedback Management**:Collect and analyze customer feedback to improve service quality and report recurring issues to relevant teams.

**5.** **Return & Exchange Handling**: Manage product return, exchange, and refund processes in line with company policies.

**6. Issue Escalation & Resolution**:Proactively identify and escalate recurring or critical issues to ensure swift resolution.

**7. Documentation & Reporting**:Maintain clear logs of customer interactions, order issues, and resolutions for internal reporting and analysis.

**8. Product Awareness**: Maintain a strong understanding of LILO’s product range to better assist customers and recommend suitable alternatives when needed.

**9.** **Process Improvement**:Suggest and implement improvements in support and delivery processes to enhance overall efficiency.

**10.** **Team Collaboration**:Collaborate with sales, inventory, and tech teams to ensure a seamless end-to-end customer experience.

**Qualifications**:

- Bachelor’s degree in Business, Commerce, or a related field preferred.
- 1 to 3 years of experience in customer support, delivery coordination, or order management, ideally in an eCommerce or retail environment.

**Skills Required**:

- Excellent communication and interpersonal skills.
- Problem-solving mindset with a focus on customer satisfaction.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Familiarity with CRM and order management systems is a plus.
- Team player with good coordination and follow-up skills.

**Job Types**: Full-time, Permanent

**Benefits**:

- Flexible schedule

Supplemental Pay:

- Performance bonus

**Education**:

- Diploma (preferred)

Work Location: In person

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