Job Title: Support Executive — Orders & Customer Care

Role Summary

We’re seeking a customer-focused Support Executive to handle inbound/outbound customer calls, confirm and process orders, resolve order-related issues, and respond to all order queries for both our brands. The ideal candidate ensures high satisfaction, accurate order data, and timely resolution.

Key Responsibilities

- Handle inbound and make outbound customer calls professionally and courteously.

- Confirm orders (phone, web, marketplace) and validate payment/shipping details.

- Process and update orders in the order-management/ERP system.

- Track shipments, liaise with logistics/fulfillment teams, and update customers on delivery status.

- Diagnose and resolve order-related issues: cancellations, returns, refunds, replacements, payment disputes, and order modifications.

- Escalate complex cases to relevant teams (logistics, billing, product) and follow up to resolution.

- Maintain accurate records of customer interactions and order notes in CRM.

- Meet SLA targets for response time, resolution time, and quality metrics.

- Provide product and policy information for both brands; cross-sell or upsell when appropriate (optional).





- Contribute feedback to improve order processes and customer communication.

Qualifications

- 1–3 years customer support / order processing experience (e-commerce, retail, or contact center preferred).

- High school diploma required; college degree preferred.

- Comfortable working with order-management systems, CRM tools, and basic MS Office.

- Clear spoken English; additional local language(s) a plus.

Skills & Competencies

- Strong verbal and written communication.

- Customer-first attitude with empathy and patience.

- Attention to detail and accuracy in data entry.

- Problem-solving and decision-making under pressure.

- Ability to multitask and prioritize in a fast-paced setting.

- Team player with reliable attendance and punctuality.

KPIs & Targets (examples)

- Average handle time, first-call resolution rate, customer satisfaction (CSAT), order accuracy, SLA compliance.

What We Offer

- Competitive salary and benefits (specify).

- Training on brand products, systems, and policies.

- Opportunity to work across two growing brands and grow within the Customer Experience team.

Pay: ₹10,000.00 - ₹14,000.00 per month

Work Location: In person

📌 Customer Support Executive (CSE) (India)
🏢 Epione surgicare private
📍 India