Customer Support Executive
5 days ago
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
- 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
- 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
- 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
- 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
- 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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