Customer Support Executive

Position: Customer Support Executive

Experience: 5+ Years

Department: Marketing

Location: Kolkata

Employment Type: Full-time

Key Responsibilities

• Handle customer queries through phone, WhatsApp and email .
• Manage complaint, order, payment, delivery, cancellation, return and refund-related queries.
• Resolve customer complaints and ensure timely closure.
• Coordinate with e-commerce, logistics, warehouse and other internal teams for issue resolution.
• Follow up on delayed, failed or incomplete orders.
• Maintain customer interaction and complaint records.
• Manage and close customer support tickets within defined SLAs.
• Identify recurring customer issues and highlight them to the relevant teams.
• Provide customers with basic product and order-related information.
• Support customer retention and repeat-purchase initiatives.
• Prepare regular customer support reports and highlight key issues.