Customer Support Executive

**Job Title**: Customer Support Executive (E-commerce)

**Department**: Customer Support/Customer Service

**Reports To**: Customer Support Manager/Team Lead

**Summary**:
We are seeking a highly motivated and customer-focused individual to join our growing e-commerce team as a Customer Support Executive. You will play a crucial role in ensuring a positive online shopping experience for our customers by providing timely and effective support across various communication channels. This includes addressing inquiries regarding orders, shipping, returns, product information, and resolving any issues that may arise.

**Responsibilities**:

- **Customer Interaction**:

- Provide accurate and helpful information about our products, promotions, order status, shipping details, return policies, and other relevant information.
- Handle pre-sales inquiries, assisting customers with product selection and providing product recommendations.
- Actively listen to customer concerns, empathize with their situations, and offer effective solutions.
- Maintain a positive and professional demeanor in all customer interactions.
- **Order Management & Issue Resolution**:

- Track order status and provide updates to customers.
- Assist with order modifications, cancellations, and returns.
- Investigate and resolve shipping issues, such as lost or damaged packages.
- Handle customer complaints and resolve disputes in a timely and satisfactory manner.
- Process refunds and exchanges according to company policy.
- **Product Knowledge & Platform Familiarity**:

- Develop and maintain a thorough understanding of our product catalog, including features, specifications, and availability.
- Become proficient in using our e-commerce platform, CRM system, and other relevant tools (e.g., order management systems, shipping software).
- Stay up-to-date on new product launches, promotions, and website updates.
- **Process Improvement & Feedback**:

- Identify and report recurring customer issues to help improve our products, services, and website functionality.
- Gather customer feedback and provide insights to the relevant teams.
- Contribute to the development of FAQs, help center articles, and other customer support resources.
- **Other Duties**:

- May assist with other related tasks as assigned by the Customer Support Manager.

**Qualifications**:

- High school diploma or equivalent; associate's or bachelor's degree preferred.
- Previous experience in customer service, preferably in an e-commerce environment (a plus).
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical skills.
- Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
- Experience with CRM software and e-commerce platforms is a plus.
- A customer-centric attitude and a passion for providing excellent service.

**Bonus Points**:

- Experience with specific e-commerce platforms (e.g., Shopify, Magento).
- Experience with order management systems and shipping software.
- Familiarity with online marketplaces (e.g., Amazon, eBay).
- Multilingual skills.

**Benefits**:

- Competitive salary and benefits package.
- Opportunities for professional development and growth within a growing e-commerce company.
- Positive and supportive work environment.

**To Apply**:
Please submit your resume and a cover letter highlighting your relevant experience and why you are interested in this position.

**Key Differences for E-commerce**:

- Knowledge of order management, shipping, and returns processes.
- Familiarity with e-commerce platforms and online marketplaces.
- Ability to handle a high volume of inquiries during peak seasons.

Pay: ₹10,689.56 - ₹20,000.00 per month

**Benefits**:

- Cell phone reimbursement

Schedule:

- Day shift

**Experience**:

- total work: 2 years (preferred)

Work Location: In person