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 current 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