Job Description

About the Role

We are seeking a customer-focused and detail-oriented

CRM Executive

to handle customer escalations for our e-commerce platform. The role involves managing high-priority cases, coordinating with internal teams, and ensuring timely and effective resolution to maintain excellent customer satisfaction. The ideal candidate should also have a basic understanding of how e-commerce platforms operate.

Key Responsibilities

Manage customer escalations received through email, chat, social media, and phone calls. Provide clear, empathetic, and solution-driven responses to customers with strong communication skills. Operate and navigate the e-commerce platform to review orders, refunds, returns, and customer issues. Collaborate with operations, logistics, warehouse, product, and customer support teams to resolve issues efficiently. Track, document, and update case progress regularly in CRM tools. Identify recurring issues and share insights to improve overall customer experience. Ensure adherence to SLAs for escalation resolution. Maintain professional and calm communication even in challenging or high-pressure situations. Support continuous improvements in escalation management processes and SOPs.
Requirements

Bachelor's degree in any discipline. 1-3 years of experience in customer service or CRM, preferably in an e-commerce environment. Basic knowledge of e-commerce platforms and workflows (orders, payments, returns, refunds, delivery tracking). Strong written and verbal communication skills. Ability to manage multiple escalations and work effectively under pressure. Familiarity with CRM tools such as Freshdesk, Zendesk, or Salesforce. Strong problem-solving skills with high attention to detail.
Preferred Qualifications

Experience in order management, logistics, or marketplace escalation handling. Good understanding of e-commerce workflows and customer experience metrics. Prior experience handling customer escalations across multiple channels.
What We Offer

Competitive salary package. Opportunities for career growth in a fast-paced e-commerce environment. Supportive and collaborative work culture. Exposure to customer experience operations and CRM strategy
Job Types: Full-time, Permanent

Pay: ?11,005.49 - ?25,000.00 per month

Work Location: In person