Job Profile: E-commerce Operations & Customer Support Executive
Department - E-commerce Operations
Reports To - E-commerce Manager
Job Summary
Responsible for ensuring smooth order processing, payment reconciliation, customer support, returns, exchanges, and operational reporting across all online sales channels.
Key Responsibilities
- Monitor and process orders across all marketplaces.
- Coordinate order confirmation, dispatch, and delivery tracking.
- Perform COD verification and payment reconciliation.
- Handle customer queries via WhatsApp, Email, and Phone.
- Manage order tracking, complaints, size assistance, and exchanges.
- Coordinate reverse pickups and returned product processing.
- Process refunds, replacements, and restocking.
- Track operational reports, claims, and return analysis.
- Coordinate with Warehouse, Courier, and Finance teams for smooth operations.
Requirements
- 2–4 years of experience in e-commerce operations or customer support.
- Experience with Shopify and marketplace order management.
- Good communication and problem-solving skills.
- Strong proficiency in Excel and operational reporting.
Key KPIs
- Order Processing TAT
- Customer Response Time
- Return & Refund TAT
- Order Accuracy
- Customer Satisfaction (CSAT)
- Payment Reconciliation Accuracy
Pay: ₹30,000.00 - ₹45,000.00 per month
Work Location: In person
