Customer Support Specialist

About the Role
We are looking for a Customer Support Executive who is highly customer-focused, articulate and comfortable working in a fast-paced e-commerce environment.
The person will be responsible for handling customer queries across channels, resolving order-related issues, coordinating with internal teams and logistics partners, and ensuring customers receive timely and professional support.
The ideal candidate should have excellent verbal and written communication skills, strong problem-solving ability and prior experience in e-commerce, retail, D2C or consumer brands.
Key Responsibilities
Handle customer queries through WhatsApp, email, calls and other customer support channels
Respond to customers regarding orders, deliveries, shipping status, returns, exchanges, cancellations and refunds
Assist customers with product-related queries, including sizing, availability, product details and authenticity-related questions
Track orders and coordinate with warehouse, operations and logistics/courier teams for timely resolution
Handle customer complaints professionally and work towards effective resolution
Maintain accurate records of customer interactions, complaints and resolutions
Follow up proactively on delayed, pending or escalated orders
Coordinate internally to resolve payment, delivery, inventory and fulfilment-related issues
Ensure customers receive clear, accurate and timely communication
Identify recurring customer issues and highlight them to the relevant teams
Maintain a high standard of customer experience and brand communication
Support the team in managing high-volume customer interactions during sales and promotional periods
Follow company policies related to returns, refunds, shipping and customer resolution
Ideal Candidate
1–4 years of experience in Customer Support, Customer Experience, E-commerce Operations, Retail or D2C
Prior experience with an e-commerce or consumer-facing brand is preferred
Excellent spoken and written English
Strong communication and interpersonal skills
Comfortable handling customers over phone, WhatsApp and email
Good listening and problem-solving skills
Patient and calm while handling difficult or dissatisfied customers
Strong ownership and follow-up skills
Good working knowledge of MS Excel / Google Sheets
Comfortable working with CRM, ticketing or e-commerce order-management systems
Able to multitask and manage multiple customer issues simultaneously
Strong attention to detail
Should be comfortable working in a fast-paced, high-growth e-commerce environment
Preferred Background
Candidates from the following backgrounds can be considered:
E-commerce / D2C / Retail / Fashion / Footwear / Sneakers / Lifestyle / Consumer Brands / Electronics / Beauty & Personal Care / Luxury Retail / Marketplace / Quick Commerce
Experience with brands where customers frequently enquire about orders, delivery, returns, refunds, product specifications and product availability would be particularly relevant.

Work arrangement
No