E-Commerce Support Executive

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.