Position: Customer Support Executive
Industry: FMCG / E-commerce
Process: Blended Process (Voice + Non-Voice)
Experience: 1–3 Years
Employment Type: Full-Time
Job Summary
We are looking for a customer-focused Customer Support Executive to join our FMCG/e-commerce team. The ideal candidate should have experience handling customer queries through voice and non-voice channels and hands-on experience with Shopify. You will be responsible for resolving customer concerns, managing orders, and ensuring a smooth customer experience.
Key Responsibilities
- Handle customer queries through calls, emails, chats, and social media, as required.
- Manage customer orders, cancellations, returns, refunds, replacements, and delivery-related concerns.
- Use Shopify to check and manage orders, customer details, order status, refunds, and other relevant information.
- Coordinate with warehouse, logistics, and internal teams to resolve customer issues.
- Provide accurate information about products, pricing, promotions, availability, and delivery timelines.
- Maintain proper records of customer interactions and update CRM/order management systems.
- Follow up on pending customer complaints and ensure timely resolution.
- Handle escalations professionally while maintaining a positive customer experience.
- Identify recurring customer issues and share feedback with the relevant teams.
- Meet defined SLA, quality, productivity, and customer satisfaction targets.
Requirements
- 1–3 years of experience in Customer Support, E-commerce, FMCG, or D2C.
- Hands-on experience with Shopify is required.
- Experience in a blended process (Voice + Non-Voice) is preferred.
- Excellent verbal and written communication skills.
- Good knowledge of order management, returns, refunds, and customer complaint handling.
- Comfortable working with CRM, ticketing, email, chat, and e-commerce platforms.
- Strong problem-solving and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple customer queries simultaneously.
Key Skills
Customer Support | Shopify | E-commerce | FMCG | D2C | Voice Process | Non-Voice Process | Email Support | Chat Support | Order Management | Returns & Refunds | Complaint Resolution | CRM
Preferred Candidate
Candidates from FMCG, D2C brands, e-commerce, Shopify stores, backgrounds will be preferred.
Location: Noida , Sec 6
Working Days: 6 days working
Shift: Day Shift
Pay: ₹15,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
