Website:
supersaint.co
Job details:
Customer Support Executive
We are looking for a Customer Support Executive to manage customer queries, orders, complaints, returns, exchanges, refunds, and delivery-related concerns across multiple communication channels. The role requires close coordination with warehouse, courier/logistics, accounts, and internal teams to ensure timely and accurate resolution of customer issues.
Key Responsibilities
- Handle customer queries through WhatsApp, phone calls, email, website chat, and social media.
- Respond to customers professionally and within the defined response timelines.
- Understand customer concerns and provide accurate, solution-oriented assistance.
- Manage customer orders through Shopify/e-commerce platforms, including order confirmation, modifications, cancellations, address corrections, product availability, and order-status queries.
- Track shipments and coordinate with courier/logistics partners regarding delayed, stuck, undelivered, RTO, and incorrect delivery-status cases.
- Handle returns, exchanges, replacements, and reverse pickups as per company policies.
- Manage queries related to COD, online payments, failed or duplicate payments, refunds, and refund delays.
- Handle product-related complaints including wrong, damaged, defective, missing, incorrect-size, quality, colour, or design-related issues.
- Collect required information such as order numbers, product details, photos/videos, and customer information before escalating complaints.
- Coordinate with the warehouse, courier, accounts, and other internal teams to resolve customer issues.
- Take ownership of customer complaints and follow up until complete resolution.
- Maintain accurate records of customer queries, complaints, returns, exchanges, refunds, and resolutions.
- Follow customer support SOPs and escalation procedures.
- Identify recurring customer issues and report them to the manager.
Required Skills
- Strong Hindi and English communication skills.
- Good written communication and customer-handling skills.
- Basic computer knowledge and familiarity with Google Sheets/Excel.
- Comfortable using WhatsApp, email, Shopify, and other customer support/e-commerce tools.
- Strong problem-solving and follow-up skills.
- Ability to handle difficult or unhappy customers calmly and professionally.
- Good attention to detail and ability to manage multiple queries simultaneously.
- Customer-focused, responsible, proactive, and organized approach.
Experience
0–2 years of experience in customer support, e-commerce, D2C, fashion, retail, or a related field is preferred.
Freshers can also apply if they have strong communication skills, a positive attitude, and a customer-focused approach.
Key Performance Areas
- First response time
- Customer issue resolution time
- Complaint resolution and follow-up
- Customer satisfaction
- Order management accuracy
- Return and exchange processing
- Refund follow-up
- Courier coordination
- SOP adherence
- Overall customer experience
Click on Apply to know more.
