- Handle customer queries via Email, WhatsApp, Instagram & Chat
- Track orders, deliveries, returns, cancellations & refunds
- Coordinate with logistics & warehouse teams for issue resolution
- Process refunds, replacements & returns as per policy
- Maintain trackers for queries and complaints
- Identify recurring issues and escalate proactively
- Deliver a positive and empathetic customer experience
Preferred candidate profile
- 1+ year in Customer Support/Success (preferably D2C)
- Solid written English communication
- Comfortable with WhatsApp Business, Email & Excel/Google Sheets
- Detail-oriented, empathetic & solution-focused
- Basic understanding of e-commerce workflows