Job Description

Job Summary

We are seeking a proactive and customer-focused Customer Support Executive to manage end-to-end customer support operations in a fast-paced e-commerce environment. The role involves handling customer interactions across calls and emails, providing timely order and delivery updates, managing ERP and ticketing systems, and closely monitoring logistics performance including TAT, SLA, and RTO. The ideal candidate will ensure seamless customer communication, quick issue resolution, and high levels of customer satisfaction.

Key Responsibilities

Customer Communication & Support

Handle inbound and outbound customer calls related to orders, deliveries, returns, refunds, and service requests Respond to customer email queries professionally and within defined turnaround time Act as the first point of contact for customers and provide accurate updates on order and shipment status Ensure consistent, empathetic, and clear communication to enhance customer experience
Order & Logistics Monitoring

Monitor end-to-end logistics operations including order confirmation, pickup, in-transit movement, delivery, delays, and RTO cases Track and ensure adherence to defined TAT and SLA for customer queries and deliveries Proactively identify delays or exceptions and initiate corrective actions Analyze and manage RTO cases in coordination with logistics partners and internal teams
Ticketing & Escalation Management

Create, update, and manage support tickets with accurate documentation Ensure timely ticket resolution and closure within agreed SLA Handle customer escalations and coordinate with cross-functional teams for resolution Escalate critical or recurring issues with proper reporting and follow-ups
ERP & Internal Coordination

Update customer interactions, order status, and shipment details on the ERP portal Coordinate with warehouse, logistics, finance, and tech teams to resolve issues Work closely with courier partners to manage delivery exceptions
Process & Quality Improvement

Follow defined SOPs, compliance guidelines, and quality standards Identify process gaps and suggest continuous improvement initiatives Maintain accurate records and reports for customer support and logistics performance
Requirements & Skills

Interest or exposure to e-commerce and logistics operations (Freshers can apply) Comfortable handling inbound and outbound customer calls Strong written and verbal communication skills Proficient in MS Excel, Word, and PowerPoint Sound knowledge of ERP systems or willingness to learn quickly Familiarity with ticketing systems, SLA, TAT, and RTO processes Strong coordination, problem-solving, and ownership mindset Customer-focused approach with high attention to detail
Work Details

Shift: Day Shift

Weekly Off: Sunday

Work Mode: Onsite

Job Type: Full-time

Work Location: In person

Job Type: Full-time

Pay: ?22,000.00 - ?25,000.00 per month

Benefits:

Health insurance Paid sick time Provident Fund
Work Location: In person