- Handle inbound queries via WhatsApp, email, and marketplace portals (Nykaa, Myntra, etc.)
- Resolve order-related issues — delays, wrong items, missing shipments, damaged products
- Process return, exchange, and refund requests as per policy
- Coordinate with the logistics team to track shipments and resolve delivery issues
- Escalate unresolved issues to the right internal team with full context
Post-Purchase Experience
- Proactively update customers on order status, delays, and resolutions • Collect and log customer feedback — product fit, quality, packaging
- Identify repeat complaints and flag patterns to the team
on queries and escalations
- Coordinate with warehouse for return pickups and replacements
- Support the team during high-traffic periods — sales, festive season launches
Required Skills :
- 1–3 years of customer support experience — D2C, e-commerce, or retail preferred
- Excellent written and spoken communication in Hindi and English
- Patient, empathetic, and solution-focused — you don't just close tickets, you fix problems
- Comfortable with WhatsApp Business, email, and basic Excel / Google Sheets
- Familiarity with Shopify, Nykaa, or Myntra seller portals is a plus
- Able to work in rotational shifts and rotational week offs
📌 Customer Service Executive | Gurgaon| Textile and Manufacturing (Gurugram)
🏢 Surya Jobs
📍 Gurugram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.