What You Will Do

Customer Communication

- Handle all pre-sale and post-sale customer queries via WhatsApp, email, and any other active channels.

- Respond to product queries with accurate information about item condition, grading, and compatibility you will need to understand our product catalogue well.

- Set and manage customer expectations clearly, especially around renewed/open-box conditions and return policies.

Order & Issue Resolution

- Track orders and proactively update customers on shipping status.

- Handle complaints, returns, and replacement requests end-to-end — from first contact to resolution — coordinating with the warehouse team as needed.

- Investigate delivery issues with courier partners and follow up until resolved.

- Log every issue and resolution accurately so we can spot recurring problems and fix them at the root.

Shopify & Internal Tools

- Process returns, refunds, and order edits in Shopify.

- Keep customer records and interaction notes updated.

- Flag product listing errors or misleading descriptions that are generating customer confusion.

Feedback & Improvement

- Share a weekly summary of recurring issues, customer feedback themes, and resolution rates with the team.





- Proactively suggest improvements to our listing copy, return policy, or product descriptions based on the queries you receive.

What We're Looking For

- 2–6 years of experience in customer support, preferably at an e-commerce company, D2C brand, or consumer electronics business.

- Excellent written communication in English and Hindi (regional language is a bonus).

- Patient, empathetic, and solution-oriented — you de-escalate, you don't match energy.

- Comfortable with Shopify or any order management system; picks up new tools quickly.

- Organised and consistent: no query falls through the cracks, every issue has a logged resolution.

- Honest and direct with customers — we sell renewed goods and our reputation depends on trust.

Valuable to Have

- Prior experience handling support for electronics, renewed goods, or marketplace sellers.

- Familiarity with courier escalation processes (Delhivery, Shiprocket, BlueDart, etc.).

- Experience with helpdesk tools like Freshdesk, Zoho Desk, or similar.

- Ability to handle basic social media queries or reviews (Google, Instagram DMs).

📌 Customer Care Executive (New Delhi)
🏢 Pruuvo
📍 New Delhi