Customer Support

2 days ago

Delhi, Delhi, India Luxury Kase Full time ₹ 84,000 - ₹ 2,00,000 per year

We are seeking a proactive and driven Customer Support & Sales Executive to manage our Shopify store's customer interactions, boost sales conversions, and implement growth strategies using WhatsApp marketing and automation tools. The ideal candidate will handle post-order and pre-order communications, abandoned cart recovery, NDR follow-ups, social media queries, email escalations, and refunds to ensure a smooth customer experience and higher order completion rate.

Key Responsibilities

  • Manage abandoned carts on Shopify and re-engage customers through WhatsApp, email, and automations to recover sales.
  • Monitor and follow up on NDR (Non-Delivery Reports) with courier partners and customers to maximize successful deliveries.
  • Respond promptly to social media queries (Instagram, Facebook, etc.) and convert leads into orders.
  • Plan and execute WhatsApp marketing campaigns and implement new strategies to drive customer engagement and repeat purchases.
  • Use automation tools for marketing, follow-ups, and customer support workflows.
  • Handle escalations, customer refunds, and grievance resolution via email and WhatsApp in a timely manner.
  • Maintain records of interactions, escalations, and resolutions in CRM/Shopify for tracking and reporting.
  • Collaborate with marketing and operations teams to suggest improvements for order growth and customer retention.

Skills & Qualifications

  • Proven experience in e-commerce customer service and sales (Shopify experience preferred).
  • Strong written and verbal communication skills in English and Hindi.
  • Familiarity with WhatsApp marketing platforms, CRM tools, and automation software.
  • Problem-solving attitude and ability to handle customer escalations with professionalism.
  • Time management skills and ability to multitask in a fast-paced environment.
  • Basic knowledge of social media platforms and content engagement.

Benefits

  • Competitive salary based on experience.
  • Performance-based incentives.
  • Opportunity to work with a fast-growing e-commerce brand.
  • Skill development in marketing automation and sales strategies.

Job Type: Full-time

Pay: ₹18,000.00 per month

Benefits:

  • Cell phone reimbursement

Work Location: Remote

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