You own the customer conversation end to end — chat, calls, email, WhatsApp and Instagram DMs. From "where is my order" to returns, exchanges, refunds and escalations. You will be speaking to real customers all day and coordinating with ops and courier partners to actually resolve their problem.

This is not a fresher role. We need someone who has already sat in a live D2C support queue.

What You'll Do
- Handle inbound and outbound queries across chat, call, email, WhatsApp and social DMs within defined response and resolution TATs
- NDR calling — reach customers on failed or pending delivery attempts, confirm address and availability, and push reattempts to reduce RTO
- Process return, exchange and refund requests on Shopify and our returns panel: verify eligibility, approve or reject with a documented reason, and track to closure
- Coordinate reverse pickups and replacement dispatch with the ops team, and keep the customer updated at every stage instead of waiting to be chased
- Issue store credit and coupon codes, and confirm the customer has actually received them




- Flag repeat product complaints (sizing, fabric, print, stitching) to the category team with data, not anecdotes
- Escalate cleanly when needed — order ID, AWB, what has been tried, what is needed
- Maintain daily logs of tickets handled, resolution status and pending items

What We're Looking For
- 1–3 years of customer support experience with a D2C or e-commerce brand; apparel / fashion strongly preferred
- Hands-on with Shopify admin and at least one support tool (Gorgias, Zoho Desk, Freshdesk, Interakt, WATI or similar)
- Comfortable inside courier panels — Shiprocket, Delhivery, Ekart — able to read AWB status and NDR remarks and know what they actually mean
- Fluent spoken Hindi and clean written English. You will be typing to customers; grammar matters.
- Calm on an angry call, patient on the fifth follow-up, firm when a claim isn't genuine
- Excel / Google Sheets basics: filters, sorting, VLO

📌 CUSTOMER SUPPORT EXECUTIVE (New Delhi)
🏢 OFFCOMFRT APPARELS
📍 New Delhi