Role & responsibilities
- Deliver exceptional customer support across WhatsApp, email and phone, ensuring prompt, accurate and empathetic communication.
- Confirm customer details, shipping information and sizing before dispatch to minimize order issues.
- Verify COD orders and proactively reduce RTO (Return to Origin) instances.
- Convert Cash on Delivery (COD) orders into prepaid orders through customer outreach.
- Recover abandoned checkouts by engaging prospective customers and driving order conversions.
- Assist customers with order tracking, exchanges, returns, cancellations and post-purchase queries.
- Coordinate with internal teams to ensure timely issue resolution and a seamless customer experience.
- Maintain accurate customer records and follow-ups within internal systems.
- Identify recurring customer concerns and share actionable feedback with the operations and marketing teams.
- Meet customer satisfaction, response time and retention targets.

Preferred candidate profile
- 1-3 years of experience in Customer Success, Customer Support, Customer Care or Inside Sales,



preferably in an e-commerce or D2C brand.
- Excellent verbal and written communication skills in English and Hindi.
- Comfortable speaking with customers over phone and building trust through conversations.
- Strong persuasion and objection-handling skills, especially for COD-to-prepaid and abandoned cart recovery.
- Highly organized with robust attention to detail and follow-through.
- Customer-first mindset with empathy, patience and problem-solving ability.
- Proficient with Google Sheets and comfortable learning CRM, Shopify and customer support platforms.
- Ability to multitask and thrive in a fast-paced startup environment.

Perks and benefits
- Opportunity to work with a fast-growing premium D2C fashion brand.
- High ownership and direct exposure to founders.
- Learn customer retention, e-commerce operations and lifecycle marketing.
- Collaborative, entrepreneurial and growth-oriente

📌 Customer Support Executive (Delhi)
🏢 Praya Innovations
📍 Delhi