Customer Service Executive - Maccaron India

Maccaron India Pvt. Ltd. is looking for a proactive and customer-focused Customer Service Executive to join our team in Gurugram, Haryana.

The ideal candidate should have strong communication and problem-solving skills, along with hands-on experience in e-commerce customer service, order management, and shipment coordination.

Key Responsibilities

- Handle customer queries through calls, chats, emails, and other customer service channels.
- Resolve customer issues related to orders, products, payments, shipments, returns, refunds, offers, and delivery timelines.
- Coordinate with warehouse, logistics, sales, and other internal teams to ensure timely resolution of customer issues.
- Monitor and track shipments and coordinate with logistics partners regarding delayed, lost, damaged, or returned shipments.
- Identify and follow up on RTO shipments and coordinate with relevant teams for refunds and reconciliation.
- Handle escalations from customer service agents and provide appropriate resolutions within defined timelines.
- Maintain accurate records of customer complaints, resolutions, and follow-ups.
- Monitor customer feedback and reviews and share insights to help improve the overall customer experience.




- Support both B2B and B2C customers as required.
- Ensure customer issues are handled professionally and within defined SLAs.

Required Skills & Experience

- Graduate in any discipline.
- 2-3 years of experience in customer service, preferably in e-commerce, retail, logistics, or related industries.
- Excellent verbal and written communication skills.
- Solid interpersonal, problem-solving, and conflict-resolution skills.
- Good understanding of e-commerce order processing, shipments, returns, and refunds.
- Comfortable working with computers, CRM tools, Excel/Google Sheets, and other software applications.
- Experience with Zendesk or similar CRM tools will be an advantage.
- Ability to coordinate effectively with multiple teams and external service providers.
- Strong ownership, attention to detail, and a customer-first approach.

Job Details

? Location: Gurugram, Haryana

? Working Hours: 9:00 AM - 6:00 PM

? Working Days: Monday to Saturday

? Interested candidates can share their CV at [email protected]

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📌 Customer Service Executive - Ecommerce (Gurugram)
🏢 Maccaron
📍 Gurugram