Customer Support Executive – E-commerce
Company: Shivalik Commerce Pvt. Ltd.
Location:Raipur
Employment Type: Full-time
Experience: 1-2 Years
About the Role
Shivalik Commerce Pvt. Ltd. is looking for a Customer Support Executive to manage customer queries and provide a smooth and positive experience throughout the order journey.
The ideal candidate should have excellent communication skills, a customer-first approach, and a basic understanding of e-commerce operations, online orders, returns, refunds, cancellations, and logistics.
Key Responsibilities
- Handle customer queries through phone calls, WhatsApp, email, chat, and other customer support channels.
- Respond to customer questions regarding products, orders, payments, shipping, delivery, returns, replacements, refunds, and cancellations.
- Track customer orders and coordinate with courier/logistics partners to resolve delivery-related issues.
- Handle complaints professionally and ensure timely resolution.
- Coordinate with internal teams such as e-commerce, warehouse, sales, accounts, and logistics to resolve customer issues.
- Process and follow up on returns, replacements, exchanges, refunds, and order cancellations.
- Maintain accurate records of customer interactions, complaints, and resolutions.
- Follow up with customers where required and ensure issues are closed within the expected timeline.
- Identify recurring customer issues and share feedback with the relevant teams to improve products and customer experience.
- Assist customers with basic product information and help them make informed purchase decisions.
- Monitor pending customer complaints and ensure timely follow-ups.
- Maintain a professional and positive tone while communicating with customers.
- Support the team during promotional campaigns and periods of high order volume.
Required Skills
- Excellent verbal and written communication skills.
- Basic understanding of e-commerce operations and the online shopping customer journey.
- Good knowledge of order processing, delivery, returns, refunds, cancellations, and replacements.
- Comfortable using WhatsApp, email, chat platforms, Excel/Google Sheets, and other basic computer applications.
- Strong problem-solving and customer-handling skills.
- Ability to remain calm and professional while handling difficult or unhappy customers.
- Good follow-up and coordination skills.
- Strong attention to detail and ability to maintain accurate records.
- Ability to manage multiple customer queries simultaneously.
- Good Hindi and English communication skills. [Modify as required]
Preferred Qualifications
- Previous experience in e-commerce customer support, customer service, BPO, D2C, retail, or online marketplace operations.
- Experience handling customer queries for platforms such as Amazon, Flipkart, Myntra, Meesho, Shopify, or other e-commerce platforms.
- Familiarity with CRM, helpdesk, ticketing, or customer-support software will be an added advantage.
- Experience coordinating with courier and logistics partners will be preferred.
What We’re Looking For
We are looking for a responsible, patient, proactive, and customer-focused individual who can take ownership of customer issues and ensure they are resolved efficiently.
The ideal candidate should understand that excellent customer support is not just about answering queries—it is about building customer trust, solving problems quickly, and creating a positive experience with the brand.
How to Apply
Please share your CV along with relevant work experience. Candidates with prior experience in e-commerce or D2C customer support are especially encouraged to apply.
Pay: From ₹20,000.00 per month
Work Location: In person
