Customer Support Executive – E-commerce

Location: Baddi, Himachal Pradesh

Employment Type: Full-time | Permanent

Experience: 1–3 years

About the Role

We are looking for a Customer Support Executive to manage customer calls, emails, WhatsApp queries, and online-order-related issues. The ideal candidate should be customer-focused, confident in communication, and capable of coordinating with internal teams to resolve issues quickly.

Key Responsibilities

- Handle customer calls, emails, WhatsApp messages, and online queries.
- Manage queries related to orders, deliveries, cancellations, returns, replacements, refunds, and damaged/missing products.
- Track customer orders and courier shipments and provide timely updates.
- Coordinate with warehouse and courier partners for delivery-related concerns.
- Resolve customer complaints professionally and efficiently.
- Follow up on pending complaints and ensure timely closure.
- Maintain records of customer interactions, complaints, refunds, and replacements.
- Coordinate with the e-commerce/operations team for order-related issues.
- Ensure customers receive accurate information about products, orders, and policies.




- Identify recurring customer issues and report them to the concerned team.
- Maintain a high standard of customer satisfaction and brand communication.

Requirements

- 1–3 years of experience in Customer Support, Customer Service, E-commerce, or D2C.
- Excellent verbal and written communication skills.
- Positive command of English and Hindi.
- Comfortable handling a high volume of customer calls and emails.
- Basic knowledge of Excel/Google Sheets and order-management systems.
- Experience with courier tracking, returns, refunds, and replacements is preferred.
- Strong problem-solving and follow-up skills.
- Patient, polite, responsible, and customer-oriented.

Preferred Skills

Customer Handling | Email Support | Calling | E-commerce Orders | Courier Coordination | Complaint Resolution | Returns & Refunds | Excel | Order Management

What We’re Looking For

Someone who can take ownership of customer issues, communicate clearly, coordinate with different teams, and ensure every query is followed through until resolution.

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