Customer Support Executive

We are looking for a proactive and customer-focused Customer Support Executive to manage customer communication, resolve queries, improve order conversions, and coordinate closely with our operations team.

The ideal candidate should have experience in D2C / e-commerce, preferably with a fashion or textile background, and should be comfortable working across multiple communication channels.

Role & responsibilities

* Handle customer queries and support through Phone, WhatsApp and Email with prompt resolution.

* Manage customer communication regarding orders, delivery, exchanges, returns and RTOs.

* Maintain accurate reports for RTOs, returns, exchanges and reverse shipments.

* Coordinate with the operations team to ensure smooth resolution of customer and order-related issues.

* Coordinate with logistics partners and aggregators to ensure RTO/reverse consignments are received back on time.

* Follow up with customers and logistics partners on pending shipments and returns.

* Conduct abandoned checkout calling to convert potential customers into successful orders.

* Maintain customer/order data and provide regular reports to the management.

* Identify recurring customer issues and work with the operations team to improve processes.

Preferred candidate profile

Location: Jaipur

Experience: 13 years

Employment Type: Full-time

Prefrence- Male , 25-30 years of age

Requirements

* 13 years of experience in customer support / e-commerce / D2C operations.

* Experience with Shopify is preferred.

* Candidates from fashion, apparel or textile backgrounds will be preferred.

* Excellent communication skills in English and Hindi.

* Strong follow-up and coordination skills.

* Good working knowledge of Excel/Google Sheets.

* Ability to multitask and work in a fast-paced environment.

* Customer-first approach with strong problem-solving skills.

Perks and benefits

Incentives

Performance-based incentives linked to RTO reduction, reverse shipment conversion and successful abandoned-checkout conversions. Incentive structure will be discussed during the interview.

If you are someone who enjoys customer interaction, problem-solving and working in a fast-paced fashion D2C environment, wed love to hear from you.