Role Description
The Client Experience & Operations Executive is a full-time, on-site role based in Noida. The person will be responsible for managing client queries across WhatsApp, phone calls, email, social media, and other support channels.
The role involves assisting clients with product information, order confirmation, tracking, delivery concerns, cancellations, returns, exchanges, refunds, and payment-related queries. The executive will also coordinate with internal teams, courier partners, and fulfilment teams to ensure timely resolution of client concerns.
The ideal candidate should be patient, well-spoken, organised, comfortable handling multiple client conversations, and capable of resolving issues without unnecessary escalation.
Key Responsibilities
- Respond to client queries through WhatsApp, calls, email, social media, and website chat.
- Assist clients with product details, ongoing offers, order placement, payment issues, and delivery timelines.
- Confirm COD orders and verify client details before dispatch.
- Track shipments and provide timely order-status updates to clients.
- Handle queries related to delayed, undelivered, lost, damaged, or incorrect orders.
- Coordinate with courier partners and the operations team for shipment-related concerns.
- Manage client requests for cancellations, returns, exchanges, replacements, and refunds.
- Follow up with clients regarding incomplete payments, failed transactions, or abandoned orders when required.
- Maintain accurate records of client conversations, complaints, and resolutions.
- Update order notes, client details, and support status in Shopify, CRM, or internal tracking sheets.
- Handle client complaints calmly and provide practical, policy-compliant solutions.
- Escalate complex cases to the relevant team with complete information.
- Support the reduction of RTO by confirming COD orders and identifying suspicious or incomplete orders.
- Contact clients in NDR cases and coordinate delivery reattempts.
- Collect client feedback and share recurring concerns with management, marketing, and operations teams.
- Identify opportunities to improve client satisfaction and the overall shopping experience.
- Maintain professional communication while meeting response-time and resolution-time expectations.
Qualifications
- Strong verbal and written communication skills in English and Hindi.
- Prior experience in client support, e-commerce operations, telecalling, order management, or client service is preferred.
- Familiarity with Shopify, Shiprocket, WhatsApp Business, CRM platforms, or ticketing tools will be an advantage.
- Ability to manage client complaints with patience and professionalism.
- Strong problem-solving and decision-making skills.
- Good attention to detail and accuracy in maintaining client and order records.
- Comfortable handling calls and multiple WhatsApp conversations throughout the day.
- Ability to work in a fast-paced e-commerce environment.
- Basic knowledge of order fulfilment, shipping, COD, RTO, NDR, returns, and refunds.
- Willingness to work from the office in Noida.
- Client-focused attitude with a strong sense of responsibility and ownership.
