Customer Support Executive

5 days ago


Gurgaon, Haryana, India Rooted Active Naturals Full time

We're looking for a driven and customer-obsessed Customer Support Executive to join our growing team. If you enjoy solving problems, talking to customers, and helping them complete their shopping journey smoothly, this role is for you.


Location: Gurugram


Type: Full-time


Experience: 1–3 years in customer support (E-commerce experience preferred)



**Key Responsibilities

  1. CartA

bandonment Recovery
• Reach o

ut to customers who dropped off at checkout
• Underst

and their concerns, assist with queries, and convert abandoned carts into successful orders
• Maintai

n follow-up logs and recovery performance metrics

  1. Cross

-

Selling & Upselling
• Suggest

relevant products during customer conversations
• Educate

customers on product features, offers, and bundles
• Drive h

igher Average Order Value through personalized recommendations

  1. Deliv

e

ry & Post-Purchase Support
• Handle

calls related to order updates, delivery coordination, and shipping challenges
• Assist

customers with returns, exchanges, refunds, and replacement requests
• Coordin

ate with logistics partners to ensure smooth customer experience

  1. Custo

m

er Relationship Management
• Maintai

n clear, polite, empathetic communication through calls, WhatsApp, email, and chat
• Record

customer issues accurately and close tickets efficiently
• Share r

ecurring customer problems with internal teams for improvement

  1. Proce

s

s & Performance Reporting
• Track i

nquiry types, conversions, and service gaps
• Assist

in building SOPs for customer communication and retention
• Work cl

osely with sales, operations, and marketing teams for seamless workflows


**Requirements


• 1–3 yea

rs experience in customer support (E-commerce experience is a plus)
• Excelle

nt communication skills in English & Hindi
• Comfort

able handling inbound & outbound calls
• Ability

to multitask, stay patient, and work under pressure
• Basic u

nderstanding of CRM tools, WhatsApp Business, and order management systems
• Problem

-solving mindset with a strong customer-first attitude****



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