Ecommerce Executive / Customer Service

Handle customer inquiries via email, live chat, phone, and social media platforms in a timely and professional manner.

Manage end-to-end order processing, including order placement, tracking, cancellations, and refunds.

Resolve customer complaints and escalate complex issues to relevant departments while ensuring timely follow-up.

Monitor and analyze customer feedback to identify trends and recommend improvements to product and service offerings.

Collaborate with logistics, marketing, and IT teams to ensure accurate order fulfillment and seamless platform functionality.

Maintain up-to-date knowledge of company products, promotions, policies, and e-commerce platform features.

Assist in the preparation and management of customer service reports, KPIs, and performance dashboards.

Contribute to the development and implementation of customer service protocols and best practices.

Support the execution of e-commerce campaigns by providing real-time customer insights and feedback.

Requirements

• 2–5 years of proven experience in customer service, preferably within e-commerce or online retail environments.
• Strong proficiency in using e-commerce platforms (e.g., Shopify, Magento, WooCommerce) and CRM systems.
• Excellent written and verbal communication skills in English and Hindi.
• Ability to multitask efficiently in a fast-paced, high-volume environment.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and basic data entry.
• Customer-centric mindset with a passion for problem-solving and delivering exceptional service.
• Basic understanding of digital marketing, order management systems, and online payment gateways.
• Proactive attitude with strong organizational and time-management skills.
• Willingness to work in shifts, including weekends, as required by business needs.

Benefits

CTC up to 5 LPA + Incentives