Role Overview The candidate will manage customer queries and complaints while also supporting e-commerce operations, customer retention and reporting. Apart from customer service we will develop candidate’s capabilities in CRM, customer insights and D2C operations.

Key Responsibilities

- Respond to customer queries through phone, WhatsApp, email, website and social media
- Resolve issues related to products, orders, payments, deliveries, returns and refunds
- Coordinate with warehouse, logistics and internal teams to resolve customer concerns
- Follow up on open cases until closure
- Maintain records of queries, complaints and resolutions
- Monitor product reviews and ratings across online channels
- Identify recurring customer complaints and prepare weekly reports
- Support customer feedback, review-generation and retention activities
- Assist with basic e-commerce tasks such as order monitoring, inventory checks and listing verification
- Support the team during promotions, product launches and periods of high order volumes
- Help create FAQs, response templates and customer-service processes

Candidate Requirements

Skills

- Strong spoken and written communication in English and Hindi
- Ability to listen, understand customer problems and respond clearly




- Good problem-solving and complaint-resolution ability
- Basic proficiency in Microsoft Excel or Google Sheets
- Ability to use email, WhatsApp and digital support tools
- Positive coordination and follow-up skills
- Ability to maintain accurate customer and order records
- Basic reporting and data-organisation skills

Knowledge

- Basic understanding of online shopping and the customer journey
- Familiarity with orders, payments, shipping, returns and refunds
- Basic understanding of customer service and customer satisfaction
- Awareness of e-commerce websites and online marketplaces
- Interest in learning about CRM, customer retention and D2C operations

Experience

- Graduate in any discipline
- Fresher or up to 1 year of experience
- Experience in customer service, retail, hospitality, e-commerce or a consumer brand is preferred but not mandatory
- Freshers with strong communication and problem-solving ability are encouraged to apply

Temperament

- Patient and empathetic with customers
- Calm while handling complaints and escalations
- Eager to learn responsibilities beyond customer support
- Open to feedback and capable of learning quickly

📌 Customer Service Executive (Kochi)
🏢 Paul And Mike Chocolates
📍 Kochi