Customer Support Associate

Key Responsibilities :

• Handle customer enquiries through calls, WhatsApp, email, website chat, and social media.
• Assist customers with product information, order placement, payment queries, and delivery updates.
• Manage order tracking, cancellations, returns, refunds, and exchanges.
• Coordinate with warehouse, logistics, and delivery partners to ensure timely order fulfilment.
• Resolve customer complaints promptly while maintaining high customer satisfaction.
• Handle customer enquiries and order-related issues through Shopify or other e-commerce platforms.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Follow up on abandoned carts, failed deliveries, and pending customer issues to improve conversions.
• Collect customer feedback and identify opportunities to improve the online shopping experience.

Requirements :

• Experience: 1–3 years in customer support, preferably in e-commerce, D2C brands, or online retail.
• Experience with Shopify, CRM tools, or customer support platforms is an advantage.
• Excellent communication skills in English and Malayalam; Hindi proficiency is an added advantage.
• Strong problem-solving skills and a customer-first approach.
• Ability to manage multiple customer interactions and work with internal teams.
• Basic proficiency in MS Excel, Google Sheets, and order management systems.