About the Role
We are looking for a customer-focused and energetic Customer Support Executive with prior experience in D2C or E-commerce. The ideal candidate will handle customer queries across multiple channels, manage order-related issues, and ensure a smooth, high-quality customer experience.
Key Responsibilities
- Handle customer queries via chat, email, WhatsApp, social media, and calls.
- Manage order tracking, returns, replacements, refunds, cancellations, and delivery escalations.
- Resolve customer issues with accuracy, empathy, and timely follow-ups.
- Maintain a consistent brand voice in all customer interactions.
- Use CRM / helpdesk tools like Freshdesk, Zendesk, Gorgias, or similar.
- Coordinate with internal teams logistics, warehouse, operations, and product for quick resolution.
- Record, track, and close tickets within SLA timelines.
- Capture customer feedback and share insights to improve product and CX.
- Identify repeat issues and suggest process improvements.
Requirements
- 14 years of experience in Customer Support for a D2C brand, E-commerce company, or marketplace seller.
- Strong communication (written + verbal) in English; additional languages are a plus.
- Hands-on experience with helpdesk tools (Freshdesk, Zendesk, Kapture, Zoho Desk).
- Ability to manage high-volume queries and multitask.
- Problem-solving and conflict-resolution skills.
- Comfortable working in a fast-paced startup environment.
- Knowledge of order management, courier tracking, and return workflows.
