Customer Support

1 day ago

Kolkata, West Bengal, India iRely Full time

About Us:

We work for a US-based Company, Harris Freeman, which is home to a portfolio of heritage tea brands that were transforming into success stories.

Our India HQ is in Kolkata, and our team is passionate about growth, performance, and optimisation. We are seeking a Customer Support & E-Commerce Associate for our E-Commerce and Retail Distribution business.

Key Responsibilities:

  • Respond to customer calls, tickets, and social media inquiries with professionalism and U.S. customer understanding.
  • Create and manage orders in Shopify, Zendesk, and marketplaces (Amazon, Walmart).
  • Handle cancellations, replacements, returns, and refunds per policy.
  • Register and resolve complaints; escalate when needed.
  • Mail coupons for brands (Red Rose, Salada, Newman's Own).
  • Coordinate with warehouse and internal teams for smooth fulfilment of orders.
  • Maintain accurate documentation of all interactions and transactions.

Qualifications:

  • Experience in e-commerce operations.
  • Strong communication skills with fluent U.S. accent.
  • Experience with Shopify, Zendesk, and major marketplaces preferred.
  • Detail-oriented, organised, and able to multitask in a fast-paced environment.
  • Comfortable working with US & UK shifts

Job Location: Kolkata

Employment Type: Full-time

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