Customer Support Executive (CSE)

Customer Support Executive - E-commerce

Experience: 1-3 Years

Department: Customer Support/Operations

Employment Type: Full-Time (5 Days Working, 10:30 AM-6:30 PM)

Industry: E-commerce / D2C

Location: Gurgaon Sec 57, Vatika Tower, Tower B, 8th Floor

About the Role: We are looking for a Customer Support Executive who can handle customer queries and provide timely solutions related to orders, payments, deliveries, returns, refunds and other e-commerce-related concerns.

The ideal candidate should have good communication skills, be comfortable speaking with customers, and be able to coordinate with internal teams and courier partners to resolve issues.

Key Responsibilities:

• Handle customer queries through phone calls, WhatsApp, email and chat.
• Assist customers with orders, payments, deliveries, cancellations, returns and refunds.
• Follow up with courier/logistics partners regarding delayed or pending deliveries.
• Coordinate with the warehouse, operations and delivery teams to resolve customer issues.
• Make COD confirmation and order verification calls when required.
• Handle returns, replacements, refunds, RTO and NDR-related queries.
• Keep proper records of customer queries, complaints and resolutions.
• Ensure customer issues are resolved within the required TAT (Turnaround Time).
• Escalate complex or unresolved issues to the concerned team/manager.
• Identify repeated customer issues and share feedback with the operations team.
• Maintain a professional and helpful relationship with customers.

Requirements:

• 1–3 years of experience in Customer Support, preferably in E-commerce/D2C.
• Good verbal and written communication skills.
• Comfortable communicating in English and Hindi.
• Basic knowledge of MS Excel / Google Sheets.
• Experience with CRM, helpdesk, order management or e-commerce platforms will be an advantage.
• Good problem-solving, follow-up and coordination skills.
• Ability to manage multiple customer queries at the same time.
• Strong attention to detail and willingness to take ownership of customer issues.

Preferred Experience / Skills

Candidates with experience in the following areas will be preferred:

• E-commerce Customer Support
• Order Management
• COD Confirmation
• RTO & NDR Handling
• Returns & Refunds
• Courier/Logistics Coordination
• WhatsApp & Email Support
• Basic Excel / Google Sheets
• Customer Communication & Negotiation

What We Offer:

Salary: Competitive package with a good hike based on relevant experience, skills and current compensation.

Interested candidate can also send their resume on 8278745521 & [email protected]

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person