ROLE OVERVIEW
As a Customer Service Executive, you will be the primary point of contact for customers reaching out through email and live chat. You will handle enquiries related to orders, shipping, returns, refunds, and products, ensuring every interaction reflects professionalism and care.
You will work closely with internal to ensure customer issues are resolved quickly, and you will maintain accurate records while following company processes throughout every interaction.
This role requires strong communication skills, a calm and patient approach under pressure, and the ability to multitask across multiple customer conversations at once.
KEY RESPONSIBILITIES
- Handle customer enquiries through email and live chat professionally and efficiently.
- Maintain a high level of customer satisfaction through clear and timely communication.
- Resolve customer issues related to orders, shipping, returns, refunds, and product enquiries.
- Provide support in managing escalations and difficult customer situations calmly.
- Coordinate with internal teams to ensure quick issue resolution.
- Follow company processes and maintain accurate customer records.
REQUIRED SKILLS & QUALIFICATIONS
Core Requirements
- Minimum 1 years of experience in customer service or support roles.
- Strong written and verbal communication skills in English.
- Good understanding of email etiquette and professional chat communication.
- Ability to multitask and handle multiple customer conversations.
- Strong problem-solving skills and attention to detail.
- Basic knowledge of CRM or customer support tools is preferred.
Key Skills
- Excellent communication skills.
- Customer handling skills.
- Email & chat support.
- Time management.
- Team collaboration.
- Problem-solving mindset.
- Fast and accurate typing skills.
Added Advantage
- Previous experience working with an eCommerce company or online marketplace business.
- Understanding of order management, shipping, returns, and refund processes.
DESIRED CANDIDATE PROFILE
We are looking for someone who:
- Is customer-focused and passionate about delivering great service experiences.
- Has a strong problem-solving mindset and keen attention to detail.
- Can multitask and manage multiple customer conversations calmly.
- Communicates clearly and professionally in written and verbal English.
- Thrives in a fast-paced, process-driven environment.
- Collaborates well with cross-functional teams to resolve customer issues.
WHY JOIN DOTMAPPERS?
- Be part of a fast-growing digital marketing and technology company.
- Play a key role in delivering excellent customer experiences.
- Gain exposure to eCommerce order management, logistics, and support operations.
- Work in a collaborative, growth-oriented team environment.
- Opportunities to grow into senior support or process management roles.
- Enjoy a role where your communication skills directly impact customer satisfaction
Pay: ₹250,000.00 - ₹400,000.00 per year
Benefits:
Application Question(s):
- Do you have experience with Email/Chat support?
Experience:
- Excel: 1 year (Required)
- Customer Support: 1 year (Required)
- E-Commerce: 1 year (Preferred)
Work Location: In person
