About the Role

We are seeking a customer-focused and detail-oriented CRM Executive to handle customer escalations for our e-commerce platform. The role involves managing high-priority cases, coordinating with internal teams, and ensuring timely and effective resolution to maintain excellent customer satisfaction. The ideal candidate should also have a basic understanding of how e-commerce platforms operate.

Key Responsibilities

- Manage customer escalations received through email, chat, social media, and phone calls.
- Provide clear, empathetic, and solution-driven responses to customers with strong communication skills.
- Operate and navigate the e-commerce platform to review orders, refunds, returns, and customer issues.
- Collaborate with operations, logistics, warehouse, product, and customer support teams to resolve issues efficiently.
- Track, document, and update case progress regularly in CRM tools.
- Identify recurring issues and share insights to improve overall customer experience.
- Ensure adherence to SLAs for escalation resolution.
- Maintain professional and calm communication even in challenging or high-pressure situations.
- Support continuous improvements in escalation management processes and SOPs.

Requirements





- Bachelor’s degree in any discipline.
- 1–3 years of experience in customer service or CRM, preferably in an e-commerce workplace.
- Basic knowledge of e-commerce platforms and workflows (orders, payments, returns, refunds, delivery tracking).
- Strong written and verbal communication skills.
- Ability to manage multiple escalations and work effectively under pressure.
- Familiarity with CRM tools such as Freshdesk, Zendesk, or Salesforce.
- Strong problem-solving skills with high attention to detail.

Preferred Qualifications

- Experience in order management, logistics, or marketplace escalation handling.
- Good understanding of e-commerce workflows and customer experience metrics.
- Prior experience handling customer escalations across multiple channels.

What We Offer

- Competitive salary package.
- Opportunities for career growth in a fast-paced e-commerce environment.
- Supportive and collaborative work culture.
- Exposure to customer experience operations and CRM strategy

Job Types: Full-time, Permanent

Pay: ₹11,005.49 - ₹25,000.00 per month

Work Location: In person

📌 Customer Support Executive - E-commerce (India)
🏢 Syvo Digital Pvt.ltd
📍 India