Customer Support Executive - Australian Shift

EXPERIENCE

- Minimum 2-4 years of experience in an eCommerce company is mandatory.
- Experience working with Shopify-based businesses will be an advantage.
- Must have handled Email, Live Chat, and Voice (Call) Support.

KEY REQUIREMENTS

- Excellent verbal and written English communication skills this role involves direct communication with Australian clients, so a neutral accent and clear, confident spoken English are essential.
- Strong customer handling and problem-solving abilities.
- Ability to work in a fast-paced environment and manage multiple customer conversations simultaneously.
- Good understanding of order management, shipping, returns, refunds, and warranty processes.
- Familiarity with CRM/helpdesk tools such as Gorgias, Zendesk, Freshdesk, Intercom, or similar platforms.
- Basic knowledge of Shopify, payment gateways, courier tracking, and order fulfilment.
- Ability to coordinate with internal teams and vendors for issue resolution.
- Strong attention to detail and ability to maintain accurate records.
- Ability to prioritise urgent customer issues and escalate them when required.

ROLES & RESPONSIBILITIES

- Respond to customer enquiries through Email, Live Chat, and Phone Calls.
- Provide timely updates on order status, shipping, delivery, returns, refunds, and warranty claims.
- Resolve customer complaints while maintaining a high level of customer satisfaction.
- Coordinate with suppliers, warehouse teams, and logistics partners to resolve order-related issues.
- Process cancellations, refunds, replacements,



and return requests as per company policy.
- Escalate unresolved issues to the relevant department and follow up until closure.
- Maintain accurate customer records and update CRM/helpdesk systems.
- Meet internal response and resolution SLAs.
- Deliver a professional and positive customer experience across all communication channels.

PREFERRED SKILLS

- Experience with eCommerce businesses.
- Ability to work independently with minimal supervision.
- Robust organisational and time management skills.

PERFORMANCE EXPECTATIONS

- Meet response and resolution time SLAs.
- Maintain high Customer Satisfaction (CSAT) scores.
- Ensure accurate order processing and minimal customer escalations.
- Deliver consistent, professional, and customer-focused support.

KEY PERFORMANCE INDICATORS (KPIs)

1. Customer Response & Resolution

- Respond to all customer enquiries (email, chat, phone, social media) within the defined SLA (2–4 hours).
- Resolve or appropriately escalate all customer issues within 4 hours wherever possible while maintaining high customer satisfaction.

2. Order Verification, Order & Refund Management

- Manage all order-related enquiries, order verification, refunds, cancellations,



replacements, and vendor follow-ups accurately.
- Maintain complete records of refunds, provide regular updates to customers, and achieve zero unresolved refund cases.

3. Sales & Customer Retention

- Convert customer enquiries into sales through chat and phone support.
- Follow up on abandoned carts above $400 and retain customers by offering approved credits or discounts where applicable to reduce refund requests.

4. Operational Accuracy

- Maintain accurate daily reports covering orders, payments, vendor costs, discounts, refunds, payment gateway fees, and other operational data.
- Ensure product sync, pricing accuracy, and promptly escalate any backend or vendor issues.

5. Dispute Prevention & Compliance

- Minimise customer disputes by proactively resolving issues before they escalate.
- Target zero PayPal, Shopify, or payment gateway disputes through timely communication and effective issue resolution.

6. Reporting & Continuous Improvement

- Submit complete and accurate daily, weekly, and monthly performance reports.
- Monitor competitor pricing, identify market trends, and provide recommendations to improve customer experience, sales, and operational efficiency.

EMPLOYMENT DETAILS

- Employment Type: Full-time.
- Experience: 2–4 Years (Mandatory, eCommerce industry).
- Working Hours: Australian Business Hours (Mon–Fri 4:30 AM–2:30 PM, Sat 4:30 AM–9:00 AM, Sun Off).
- Preferred Location: Bangalore.
- Salary: Based on experience and skills.

📌 Customer Support Executive | Semi Voice - Australian Shift (Bengaluru)
🏢 Dotmappers IT
📍 Bengaluru