Location: Noida / Delhi NCR
Experience: 36 Years
Employment Type: Full-time
Industry: E-commerce | D2C | Apparel
We are hiring a Senior Customer Service exective to lead and scale our e-commerce customer support function. The role focuses on team management, process optimization, escalations, and customer satisfaction across all digital touchpoints.
Responsibilities:
Customer Support Leadership
- Lead and manage the customer service team (agents/executives)
- Ensure timely resolution of customer queries across WhatsApp, Email, Calls & Social Media
- Handle escalations related to orders, deliveries, returns, exchanges & refunds
Process & Operations
- Define and improve customer service SOPs
- Monitor TATs, SLA adherence, CSAT & resolution metrics
- Coordinate with logistics, warehouse & tech teams for issue resolution
- Reduce RTOs, cancellations & repeat complaints
Reporting & Analytics
- Prepare daily/weekly MIS for customer support performance
- Analyze complaint trends and root causes
- Implement corrective and preventive actions
Customer Experience Improvement
- Drive initiatives to improve post-purchase experience
- Optimize refund, return & exchange journeys
- Use customer feedback to enhance policies & processes
Skills:
- 36 years of experience in E-commerce / D2C Customer Support
- Experience managing customer service teams
- Strong understanding of e-commerce workflows & logistics
- Good command over Excel / Google Sheets
- Excellent communication & conflict-resolution skills
- Ability to work in a fast-paced startup environment
- Experience in Apparel / Fashion brands
- Hands-on experience with CRM / Helpdesk tools
Interested candidate : Drop cv at [Confidential Information]
