Job Description

Job Title:

E-Commerce CRM Executive (Chat Process)

Department:

Customer Relationship Management / E-Commerce

Location:

Gurgaon

Experience Required:

1-3 Years

Employment Type:

Full-Time

Job Summary:

We are looking for a proactive and detail-oriented

E-Commerce CRM Executive (Chat Process)

to manage customer communication via chat and email. The ideal candidate will be responsible for resolving queries, assisting with orders, handling complaints, and ensuring an excellent online shopping experience. This is a

non-voice process

role, ideal for candidates with strong written communication and customer-handling skills.

Key Responsibilities:

Handle

customer queries and support requests via live chat, email, and other online channels

. Assist customers with

order placement, returns, refunds, exchanges, and product information

. Coordinate with internal departments such as

logistics, warehouse, and technical teams

to ensure timely issue resolution. Maintain detailed records of customer interactions in the

CRM system

. Ensure prompt, accurate, and polite responses to all customer inquiries. Identify recurring issues and share feedback with the team to

improve customer experience

. Follow up on pending customer concerns to ensure closure and satisfaction. Support the

E-commerce team

in enhancing overall service quality and brand reputation.

Required Skills & Qualifications:

Bachelor's degree in any discipline (preferred but not mandatory). 1-3 years of experience in

customer service, CRM, or chat support

(e-commerce experience preferred). Excellent

written communication skills

in English . Good typing speed and attention to detail. Familiarity with

CRM tools, ticketing systems, and MS Excel

. Positive attitude, patience, and problem-solving skills.

Preferred Skills:

Prior experience in

e-commerce chat or email support

roles. Knowledge of

Shopify, Magento, or similar e-commerce platforms

. Basic understanding of online order and return management processes.
Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.35 per month

Ability to commute/relocate:

Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

What is your current in hand salary ? What is your expectations in term of salary ? How many years of experience do you have in E-commerce CRM ? How soon you can join if selected ?
Work Location: In person