Customer Service Executive

COMPANY OVERVIEW:

Founded in 2016 and formerly known as e-Solution Services, we are an India-based eCommerce and digital outsourcing solutions provider focused on enabling brands to scale, compete, and succeed in today's increasingly complex global marketplace.

Our team brings extensive hands-on experience across the entire eCommerce lifecycle—from marketplace strategy and brand positioning to operational execution—helping businesses streamline operations, strengthen digital presence, and achieve measurable commercial growth. Our integrated service offering spans marketplace management, product and listing optimization, creative design, digital content production, merchandising strategy, customer service operations, and end-to-end eCommerce support. 

With deep experience across leading global marketplaces including TikTok Shop, Amazon, eBay, Temu, Tesco, Shein, OnBuy, Cdiscount, Fruugo, Secret Sales, and Wilko, we enable brands to expand internationally, optimize marketplace performance, and capture new opportunities in the rapidly evolving digital commerce landscape.

At our core, we believe that successful eCommerce is not simply about selling products online—it is about building strong digital brands, creating operational excellence, and delivering consistent value to customers.

RESPONSIBILITIES

• Handle complex customer issues (refund disputes, delayed shipments, escalations)
• Manage multiple communication channels (chat and email)
• Take ownership of customer satisfaction and resolution timelines
• Analyze customer feedback and identify improvement areas
• Coordinate with logistics, tech, and operations teams
• Ensure SLA (Service Level Agreement) and quality standards are met

BASIC SKILLS

• Strong communication and conflict resolution skills
• Experience with CRM tools (Zendesk, Freshdesk, etc.)
• Ability to handle high-volume queries and pressure
• Problem-solving mindset with decision-making ability
• Knowledge of order lifecycle (payment shipping delivery returns)
• Experience with international customers

TECH SKILLS

• CRM software handling
• Order management systems
• Basic reporting (Excel/Google Sheets)

EXPERIENCE

• 1–5+ years in customer service (preferably in eCommerce/retail).
• Freshers can apply too.

EDUCATION

• Bachelor's degree preferred and Excellence in English language

LOCATION:

• Ahmedabad

PACKAGE:

• 2.6-3.6 LPA

TIMINGS:

• The position involves rotational shifts as per UK timings (day or night), with one weekly day off and a limited number of holidays.