Customer Support & E-commerce Operations Executive
Company: Chandamama Stores
Job Type: Full-time
Work Mode: Work from Office
Location: Nagpur
Experience: 0–2 years
Industry: E-commerce / Kidswear
Department: Customer Support & Operations
About Chandamama Stores
Chandamama Stores is an online kidswear brand offering thoughtfully selected clothing for children. We are a growing e-commerce business focused on providing customers with a smooth, reliable and pleasant shopping experience.
We are looking for a Customer Support & E-commerce Operations Executive who will be responsible for communicating with customers, confirming orders, coordinating delivery updates and ensuring a positive customer experience throughout the order journey.
Job Summary
The candidate will handle daily customer communication and order coordination, particularly for Cash on Delivery (COD) orders.
The ideal candidate should be comfortable speaking with customers over the phone, communicating professionally on WhatsApp, following up on orders and deliveries, maintaining accurate records, and taking ownership of customer concerns until they are resolved.
Key Responsibilities1. COD Order Confirmation
- Make daily calls to customers who have placed COD orders.
- Confirm the customer's order, address and availability to receive the order.
- Verify important order details before dispatch.
- Follow up on customers who do not respond to the first call.
- Update the order status accurately after confirmation.
2. Order Dispatch Communication
- Send customers a WhatsApp/message update when their order has been dispatched.
- Share relevant tracking information with customers.
- Ensure customers are informed about the progress of their orders.
3. Delivery Tracking & Follow-up
- Track customer orders regularly until successful delivery.
- Monitor delayed, pending or problematic shipments.
- Coordinate with the courier/logistics team when required.
- Keep customers informed about significant delivery delays or changes.
- Follow up on orders that are out for delivery.
4. Out-for-Delivery Calls
- Call COD customers when their order is out for delivery, wherever required.
- Confirm that the customer is available to receive the parcel.
- Help reduce COD returns and failed delivery attempts through timely communication.
5. Customer Feedback
- Contact customers after delivery to collect feedback.
- Understand customer experience and identify complaints or concerns.
- Escalate genuine issues to the appropriate team.
- Maintain a record of customer feedback and recurring issues.
6. New Collection & Product Communication
- Send WhatsApp/messages to existing customers regarding:
- New collection launches
- New products arriving on the website
- Special offers or promotions
- Other relevant brand updates
- Maintain a professional and friendly communication style.
7. Customer Relationship Management
- Build a positive relationship with existing customers.
- Handle customer queries politely and patiently.
- Respond to customer messages in a timely manner.
- Ensure every customer interaction reflects the brand's values.
8. Daily Operations & Reporting
- Maintain daily records of:
- COD confirmations
- Unconfirmed orders
- Dispatched orders
- Delivery issues
- Failed delivery attempts
- Customer feedback
- Provide a daily/weekly update to the management team.
- Ensure no customer follow-up or pending order is missed.
Requirements
- Good communication skills in English and Hindi.
- Comfortable making a high number of customer calls every day.
- Good conversational and interpersonal skills.
- Basic knowledge of WhatsApp and smartphones/computers.
- Basic Excel/Google Sheets knowledge preferred.
- Ability to maintain records accurately.
- Good follow-up skills and attention to detail.
- Patient, polite and customer-focused.
- Ability to work independently and take ownership of assigned tasks.
- Prior experience in e-commerce, customer support, telecalling, order management or sales support will be an advantage.
Freshers can also apply if they have good communication skills and are comfortable speaking with customers.
Preferred Candidate
We are looking for someone who is:
- Responsible and dependable
- Confident while speaking with customers
- Patient and polite
- Highly organised
- Good at follow-ups
- Comfortable working with daily targets/tasks
- Proactive rather than waiting for instructions
- Detail-oriented
- Able to handle customer complaints professionally
Key Performance Indicators (KPIs)
The candidate will primarily be evaluated on:
- COD order confirmation rate
- Timely customer communication
- Successful delivery/follow-up rate
- Reduction in COD returns/RTOs
- Timely tracking of pending shipments
- Customer feedback collection
- Response time
- Accuracy of order records
- Overall customer satisfaction
Working Hours
[Example: Monday to Saturday, 9:00 AM – 6:00 PM]
Salary
₹[8,000-10,000] per month plus incentives, depending on experience and suitability.
Performance-based incentives will be offered based on company policy and performance.
How to Apply
Interested candidates can apply through Indeed with their updated resume or email on [email protected]
Shortlisted candidates may be contacted for a telephonic interview.
Please mention your previous customer service/e-commerce experience, if any, in your application.
Pay: ₹8,000.00 - ₹10,000.00 per month
Benefits:
Work Location: In person
