JOB DESCRIPTIONPosition: Customer Service Representative – E-commerce
Department: Digital Marketing & E-commerce
Employment Type: Full-Time
Industry: Kitchenware / Consumer Products / E-commerce
Job Summary
We are looking for a proactive and customer-focused Customer Service Representative – E-commerce to join our Digital Marketing & E-commerce team.
The primary responsibility of this role is to manage and communicate with Hindi-speaking customers and ensure a smooth customer experience throughout the complete e-commerce order journey — from order confirmation and processing to delivery coordination and post-sales support.
The candidate will act as an important link between our customers and internal teams, including E-commerce, Operations, Logistics, Warehouse and Digital Marketing.
Key Roles & Responsibilities
Customer Communication & Order Confirmation
- Communicate with customers primarily in Hindi through phone calls, WhatsApp and other customer support channels.
- Contact customers for order confirmation, address verification and other order-related clarifications.
- Provide accurate information regarding products, pricing, offers, order status and delivery timelines.
- Handle customer queries professionally and ensure timely responses.
- Maintain a polite, professional and customer-friendly approach in all interactions.
E-commerce Order Management
- Manage customer orders from order confirmation to successful delivery.
- Coordinate with the E-commerce and Operations teams for order processing.
- Verify customer details, shipping addresses and order information before processing.
- Track pending, shipped, delayed and undelivered orders.
- Follow up on COD orders and high-risk or unconfirmed orders.
- Coordinate with courier and logistics partners for delivery-related issues.
- Follow up on NDR (Non-Delivery Report), RTO (Return to Origin) and delayed shipments.
- Maintain accurate records of customer interactions and order updates.
Post-Sales Customer Service
- Follow up with customers after product delivery to ensure customer satisfaction.
- Handle product-related queries, complaints and service requests.
- Assist customers with return, replacement and refund procedures as per company policy.
- Coordinate with relevant internal teams for complaint resolution.
- Ensure customer complaints are properly recorded, escalated and closed within the expected timeline.
- Collect customer feedback and communicate recurring customer concerns to the management.
- Encourage satisfied customers to provide product reviews and feedback where appropriate.
Digital Marketing & E-commerce Team Support
As part of the Digital Marketing & E-commerce team, the candidate will also be expected to:
- Support customer communication for online campaigns, promotional offers and sales events.
- Respond to basic customer queries received through social media and digital channels.
- Coordinate with the Digital Marketing team regarding customer feedback and frequently asked questions.
- Identify common customer concerns, product enquiries and buying behaviour and share insights with the team.
- Assist in maintaining customer databases and communication records.
- Support WhatsApp marketing and customer follow-up activities.
- Assist with basic campaign-related customer communication and lead follow-ups.
- Coordinate with the team during major online sales campaigns and promotional periods.
- Perform basic data entry and prepare customer service/order follow-up reports.
- Support other general E-commerce and Digital Marketing activities as required by the team.
Required Skills & Qualifications
- Fluency in Hindi is mandatory.
- Ability to communicate effectively in English.
- Knowledge of additional Indian regional languages will be an added advantage.
- Strong verbal communication and customer-handling skills.
- Basic computer knowledge and proficiency in MS Excel / Google Sheets.
- Comfortable handling customer calls and WhatsApp communication.
- Ability to manage multiple customer queries and orders simultaneously.
- Strong follow-up and coordination skills.
- Good problem-solving and complaint-handling ability.
- Ability to work as part of a fast-paced E-commerce and Digital Marketing team.
Ideal Candidate
We are looking for someone who is energetic, responsible, customer-focused and strong in follow-ups. The ideal candidate should be comfortable speaking with customers throughout the day and should take ownership of the customer journey from the time an order is placed until the completion of post-sales support.
The candidate should understand that customer service is an important part of both our E-commerce growth and brand experience and should work closely with the Digital Marketing & E-commerce team to improve customer satisfaction and online sales performance.
Job Types: Full-time, Permanent
Benefits:
- Flexible schedule
- Food provided
- Health insurance
- Paid sick time
- Paid time off
Work Location: In person
