Job Summary:
An E-Commerce Customer Support Executive assists customers before, during, and after their online purchases. The role involves resolving customer queries, processing orders, handling returns and refunds, and ensuring a positive shopping experience through excellent communication and problem-solving skills.
Key Responsibilities:
- Respond to customer inquiries via phone, email, chat, and social media.
- Assist customers with order placement, tracking, cancellations, and modifications.
- Resolve complaints related to products, deliveries, payments, and returns.
- Process refunds, exchanges, and return requests according to company policies.
- Maintain accurate customer records and update CRM systems.
- Coordinate with logistics, warehouse, and sales teams to resolve customer issues.
- Meet customer satisfaction, response time, and quality targets.
- Stay updated on products, promotions, and company policies.
Required Skills:
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Basic computer proficiency and typing skills.
- Familiarity with CRM software and e-commerce platforms is an advantage.
- Problem-solving and conflict-resolution abilities.
- Ability to work in shifts, weekends, or holidays if required.
Qualifications:
- Minimum: 12th Pass or Bachelor's degree in any discipline.
- 1-3 years of experience in customer service, BPO, or e-commerce support preferred.
Preferred Knowledge:
- Understanding of online shopping processes, payment methods, and order management.
- Experience with platforms such as Shopify, Amazon, Flipkart, or similar e-commerce systems is a plus.
Key Performance Indicators (KPIs):
- Customer Satisfaction (CSAT) score.
- First Response Time (FRT).
- First Contact Resolution (FCR).
- Average Handling Time (AHT).
- Adherence to quality and productivity standards.
This role is ideal for individuals who enjoy helping customers, have strong communication skills, and can efficiently handle multiple customer interactions in a fast-paced e-commerce environment.
Pay: ₹22,000.00 - ₹27,000.00 per month
Benefits:
Work Location: In person
