E-Commerce Customer Support Associate

Department: Customer Experience / Operations

Reports To: Marketing Manager

Shift Time: 7 PM IST- 4 AM IST

About CBAYEXPRESS / Herbishh

CBAYEXPRESS CORPORATION is a Canadian-based e-commerce company with multimarket presence across Amazon (US, CA, MX, UK, EU, AU, SG, IN, UAE), Walmart, Shopify, and other marketplaces. Our flagship brand Herbishh specializes in hair care and personal care products, with rapid global growth. We are scaling towards 15+ annual revenue and are building a strong team of specialists to support our expansion.

About the Role

We are looking for a Customer Support Associate to join our growing eCommerce team and deliver an outstanding customer experience across all touchpoints. The ideal candidate will manage inquiries from our website and global marketplaces such as Amazon, Flipkart, Walmart, eBay, Etsy, and others ensuring prompt, effective, and empathetic resolutions that reflect our brand's service excellence. A background in the beauty industry or experience supporting

international brands will be highly preferred.

Key Responsibilities

1. Website & Marketplace Support

● Manage customer queries, order issues, and complaints received via the company website and global marketplaces (Amazon, Flipkart, Walmart, eBay, Etsy, etc.).

● Handle order-related assistance including shipping, returns, exchanges, and refunds.

● Collaborate with logistics, product, and marketing teams to ensure seamless resolutions.

● Maintain compliance with marketplace SLAs, response timelines, and policy standards.

2. Communication Management

● Respond to customers through Email, Live Chat, and WhatsApp with clarity, empathy,

and professionalism.

● Provide accurate product details, usage guidance, and after-sales assistance.

● Maintain brand tone and quality across all written and verbal communication.

3. Complaint Handling & Escalation

● Log, track, and categorize all customer complaints systematically.

● Provide suitable resolutions and follow up to ensure closure and customer satisfaction.

● Escalate complex or unresolved cases to relevant departments as required.

4. Product Training & Knowledge Sharing

● Conduct product training sessions for internal teams to enhance product knowledge and customer handling confidence.

● Keep support staff updated on new product launches, formulations, or packaging updates.

● Create and maintain FAQs and knowledge documents for consistent information sharing.

5. Reporting & Process Improvement

● Maintain daily and weekly reports on customer interactions, issue categories, and resolution performance.

● Identify recurring challenges and suggest process improvements for efficiency.

● Share insights with management to improve customer satisfaction and retention.

Key Skills & Requirements

● Experience: Min 5 years in customer support or eCommerce operations (experience with beauty or international brands preferred).

● Education: Bachelor's degree in Business Administration, Communications, or a related field.

Skills:

● Excellent written and verbal communication skills.

● Strong problem-solving and multitasking abilities.

● Familiarity with CRM tools, live chat platforms, and marketplace dashboards.

● Ability to work under pressure while maintaining a calm and positive attitude.

● Attributes: Customer-focused, empathetic, detail-oriented, and proactive.

Performance Metrics (KPI Focus)

● Response and Resolution Time (Email / Live Chat / WhatsApp)

● First Contact Resolution Rate

● Customer Satisfaction (CSAT) Score

● Marketplace SLA Compliance

● Effectiveness of Product Training Sessions

Why Join Us

Be part of a fast-growing beauty and wellness eCommerce brand with a global presence. Work across multiple international marketplaces and communication platforms. Grow in a supportive, collaborative environment with opportunities for learning and advancement.