Job Description
Role Summary
The Customer Support Executive Chat Support will be responsible for handling customer queries through online chat platforms, ensuring timely, accurate, and satisfactory resolution. The role requires excellent written communication skills, customer empathy, and a good understanding of e-commerce processes related to fashion and imitation jewellery.
* Handle customer interactions via chat support on website, marketplace, and social media platforms
* Resolve customer queries related to orders, delivery status, returns, refunds, cancellations, product details, and offers
* Provide accurate information regarding products, pricing, policies, and promotions
* Coordinate with warehouse, logistics, and internal teams to resolve customer issues
* Maintain high standards of customer satisfaction (CSAT) and response turnaround time
* Document customer interactions and update cases in CRM systems
* Follow defined SOPs, quality guidelines, and escalation processes
* Identify recurring issues and share feedback for process improvement
