E-Commerce Customer Support Executive (Blended Process)

Key Responsibilities:
● Handle all incoming customer queries through chat, WhatsApp, and email while maintaining a professional and empathetic tone.
● Assist customers with order placement, tracking, exchanges, and warranty-related issues.
● Maintain thorough knowledge of product details, including materials, sizing, and warranty terms, to guide customers effectively.
● Resolve customer issues quickly and accurately, ensuring a high level of satisfaction.
● Collaborate with the AI chatbot system to monitor and improve automated responses and overall chat flow.
● Coordinate with logistics and operations teams to ensure smooth returns, exchanges, and deliveries.
● Record all customer interactions accurately within the CRM system for reporting and follow-up.
● Collect and share recurring customer insights to help improve support quality.
What We’re Looking For:
● Excellent written communication skills in English; proficiency in Hindi is an advantage.
● Strong typing skills and attention to detail.
● Empathetic and patient approach to handling customer queries.
● Basic computer and CRM knowledge (Shopify, Freshdesk, or similar tools preferred).
● Familiarity with AI chat systems; experience with Sage Pilot is a plus.
● Prior experience in e-commerce or D2C customer support preferred; freshers with strong communication skills are also welcome.
● Must be able to work on-site in Goregaon East, Mumbai Suburban.

Work arrangement
No