E-commerce Customer Support Executive

12 hours ago

Ghaziabad, Uttar Pradesh, India Sadhna Full time ₹ 3,00,000 - ₹ 6,00,000 per year


is looking for a
Senior Customer Support Executive
to lead customer interactions across WhatsApp, Email and Call support.

We're a fast-growing D2C spiritual wellness brand, and we need someone who can communicate clearly, solve customer issues with empathy, and manage support operations end-to-end.

This role requires someone who understands D2C support, delivery issues, RTO handling, and customer experience at scale.

Responsibilities

  • Manage customer queries across WhatsApp, Email and Calls with clarity and empathy
  • Handle pre-sales queries, order updates, replacements, refunds and escalations
  • Operate inside Shopify, Shiprocket dashboards, and Support channels.
  • Coordinate with the warehouse team for dispatch, returns, exchanges and damaged deliveries
  • Track daily support metrics, RTO cases, delivery delays and customer satisfaction
  • Maintain structured SOPs and ensure timely resolutions within SLA
  • Prepare daily reports of tickets, issues, repeat complaints and resolutions
  • Assist in improving customer experience across touchpoints
  • Create templated responses and maintain tone consistency for the Sadhna brand

Requirements

  • 2–5 years of customer support experience in a D2C brand or similar environment
  • Strong written and verbal communication skills
  • Comfortable handling 50–150 queries per day
  • Hands-on experience with Shopify, Shiprocket, Interakt/Wati, or similar tools
  • Ability to remain calm under pressure, especially during sales and festival periods
  • Strong follow-up habits and attention to detail
  • Problem-solving mindset and ownership-driven personality
  • Comfortable working in a fast-paced, high-volume environment

What We're Looking For

  • Someone who genuinely enjoys helping people
  • Someone who can manage both empathy and efficiency
  • Someone who can independently troubleshoot order issues
  • Someone who understands D2C operations, COD, RTO and logistics workflows
  • Someone who is reliable, disciplined and consistent in communication

Work Details

  • Location: On-site / Ghaziabad
  • Timing: Full-time, 6 days a week
  • Compensation: Competitive and based on experience
  • Joining: Immediate preferred

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