E-Commerce Customer Support Executive (Chat Process)

Key Responsibilities:

● Handle all incoming customer queries through chat, WhatsApp, and email while maintaining a professional and empathetic tone.

● Assist customers with order placement, tracking, exchanges, and warranty-related issues.

● Maintain thorough knowledge of product details, including materials, sizing, and warranty terms, to guide customers effectively.

● Resolve customer issues quickly and accurately, ensuring a high level of satisfaction.

● Collaborate with the AI chatbot system to monitor and improve automated responses and overall chat flow.

● Coordinate with logistics and operations teams to ensure smooth returns, exchanges, and deliveries.

● Record all customer interactions accurately within the CRM system for reporting and follow-up.

● Collect and share recurring customer insights to help improve support quality.

What We’re Looking For:

● Excellent written communication skills in English; proficiency in Hindi is an advantage.

● Strong typing skills and attention to detail.

● Empathetic and patient approach to handling customer queries.

● Basic computer and CRM knowledge (Shopify, Freshdesk, or similar tools preferred).

● Familiarity with AI chat systems; experience with Sage Pilot is a plus.

● Prior experience in e-commerce or D2C customer support preferred; freshers with strong communication skills are also welcome.

● Must be able to work on-site in Goregaon East, Mumbai Suburban.