Job Description
About the Role
We are looking for a customer-focused and energetic Customer Support Executive with prior experience in D2C or E-commerce. The ideal candidate will handle customer queries across multiple channels, manage order-related issues, and ensure a smooth, high-quality customer experience.
Key Responsibilities
- Handle customer queries via chat, email, WhatsApp, social media, and calls.
- Manage order tracking, returns, replacements, refunds, cancellations, and delivery escalations.
- Resolve customer issues with accuracy, empathy, and timely follow-ups.
- Maintain a consistent brand voice in all customer interactions.
- Use CRM / helpdesk tools like Freshdesk, Zendesk, Gorgias, or similar.
- Coordinate with internal teams — logistics, warehouse, operations, and product — for quick resolution.
- Record, track, and close tickets within SLA timelines.
- Capt...