
E-Commerce Support Executive
3 days ago
E- Commerce Support Executive
Responsibilities:
1. Customer Query Management: Handle incoming customer queries via email, live chat, call, and WhatsApp regarding product info, order status, shipping, returns, and other concerns - promptly and professionally.
2. Issue Resolution: Investigate and resolve customer complaints/issues on orders, payments, refunds effectively for customer satisfaction.
3. Collaboration with Fulfilment: Work with fulfilment team for accurate/timely order processing, shipment tracking, delivery updates.
4. Returns & Exchanges: Manage return/exchange requests; initiate return authorizations; process refunds/replacements per company policies.
5. Product & Policy Knowledge: Stay updated on products, promotions, policies for accurate customer support.
6. Documentation & Reporting: Document interactions/feedback in customer support system. Report recurring issues/trends to management.
7. Feedback Relay: Gather and relay customer feedback to relevant departments to improve products, services, customer experience.
Qualifications:
1. Experience: 6 months - 1 year customer support experience, preferably retail/e-commerce.
2. Education: Graduate in any stream.
3. Communication Skills: Good verbal and written communication skills.
4. Languages: English, Hindi, and any one of Kannada/Telegu/Tamil/Malayalam.
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