Customer Support Executive (CSE)

Job Title: Customer Support Executive — Operations & Customer Care

Role Summary

We’re seeking a customer-focused Support Executive to handle inbound/outbound customer calls, confirm and process orders, resolve order-related issues, and respond to all order queries for both our brands. The ideal candidate ensures high satisfaction, accurate order data, and timely resolution.

Key Responsibilities

• Handle inbound and make outbound customer calls professionally and courteously.

• Confirm orders (phone, web, marketplace) and validate payment/shipping details.

• Process and update orders in the order-management/ERP system.

• Track shipments, liaise with logistics/fulfillment teams, and update customers on delivery status.

• Diagnose and resolve order-related issues: cancellations, returns, refunds, replacements, payment disputes, and order modifications.

• Escalate complex cases to relevant teams (logistics, billing, product) and follow up to resolution.

• Maintain accurate records of customer interactions and order notes in CRM.

• Meet SLA targets for response time, resolution time, and quality metrics.

• Provide product and policy information for both brands; cross-sell or upsell when appropriate (optional).

• Contribute feedback to improve order processes and customer communication.

Qualifications

• 1–3 years customer support / order processing experience (e-commerce, retail, or contact center preferred).

• High school diploma required; college degree preferred.

• Comfortable working with order-management systems, basic MS Office.

• Clear spoken English; additional local language(s) a plus.

Skills & Competencies

• Strong verbal and written communication.

• Customer-first attitude with empathy and patience.

• Attention to detail and accuracy in data entry.

• Problem-solving and decision-making under pressure.

• Ability to multitask and prioritize in a fast-paced environment.

• Team player with reliable attendance and punctuality.

What We Offer

• Competitive salary and benefits (specify).

• Training on brand products, systems, and policies.

• Opportunity to work across two growing brands and grow within the Customer Experience team.

Work Location: In person

Pay: ₹10,000.00 - ₹18,000.00 per month

Work Location: In person