Responsibilities
- Handle inbound outbound calls, WhatsApp, and emails professionally and empathetically
- Address customer queries related to product usage, order status, returns, payments, etc.
- Coordinate with logistics and warehouse teams for order dispatch, delivery, and returns
- Log customer feedback and escalate unresolved issues to relevant teams.
- Maintain daily records of interactions using CRM or ticketing tools
- Assist in RTO/replacement follow-ups, delivery concerns, and refund-related queries
Requirements
- Graduate or Diploma in any discipline
- 1- 3 years of experience in a customer support/customer success role (D2C or eCommerce preferred)
- Excellent communication in English and Hindi (knowledge of regional languages is a plus)
- Ability to work in evening/night shifts and weekends (if required)
- Proficiency in handling CRM tools, Excel, WhatsApp Business, and Email
- Patience, problem-solving skills, and a customer-first mindset
This job is provided by Shine.com
