Job Description

Job Title: Customer Support Executive - Retention & Cancellations (E-commerce)Location: Gurgaon (Work from Office)Experience Required: Minimum 6 months - 1 year (Preferred)Industry: E-commerce (sales & retention)About the Role:- We are looking for dynamic and customer-focused professionals to join our support team for a leading refurbished electronics platform. - As a Customer Support Executive, you will be responsible for handling cancellation requests and driving customer retention by offering persuasive support and maintaining high service standards across chats, calls, and emails.Key Responsibilities:- Handle inbound and outbound customer interactions related to order cancellations.- Persuasively engage with customers to retain orders and avoid cancellations.- Coordinate with the business operations team when cancellation requests are escalated.- Ensure timely refund processing post confirmed cancellations.- Deliver consistent service quality across calls, chats, and emails.- Maintain key performance metrics including FRT (First Response Time), AHT (Average Handling Time), and Retention %.Candidate Requirements:- Minimum 6 months of experience in customer service (1 year preferred).- Prior experience in E-commerce, retention, or sales processes is highly desirable.- Strong communication skills with a logical and customer-first approach.- Comfortable working across multiple channels - voice, chat, and email.- Ability to handle objections and retain customers effectively.- Open to both undergraduates and graduates. (preferred graduates)interested candidates can share your cv (ref:updazz.com)