Customer Care Executive – B2B E-commerce

1GBKART — Smarter B2B Buying.

Company

1GBKART

Department

Customer Care / Customer Experience

Position

Customer Care Executive

Employment Type

Full-Time

Experience

2-4 Years

Location

Gurgaon

Reporting To

Customer Care / Operations Manager

About 1GBKART

1GBKART is a B2B e-commerce platform focused on making Smart Device purchasing straightforward, fast, and efficient for businesses. We offer a wide range of branded products, including Smartphones, iPhones, Cameras, Meta Smart Glasses, Keyboards, Smartwatches, Earbuds, Headphones, Laptops, and other Smart Devices.

Our platform enables retailers, resellers, wholesalers, and business buyers to explore products and place orders through a seamless digital experience. With competitive pricing, a diverse product range, and a convenient ordering process, 1GBKART is built to make B2B Smart Device purchasing smarter and more effective.

About the Role

We are looking for a Customer Care Executive who will be responsible for providing excellent support to our B2B customers and ensuring a smooth experience throughout their buying journey. The candidate will interact with retailers, resellers, wholesalers, and business buyers, understand their requirements, assist them with product and order-related queries, and coordinate internally to resolve issues quickly.

Key Responsibilities

1. Customer Support

· Handle customer queries through phone calls, WhatsApp, email, chat, and other communication channels.

· Assist retailers, resellers, wholesalers, and business buyers with their queries.

· Understand customer requirements and provide appropriate solutions.

· Provide accurate information regarding products, availability, pricing, offers, and ordering procedures.

· Maintain a professional and positive relationship with customers.

2. Order Management

· Assist customers with product selection and order placement on the 1GBKART platform.

· Provide updates regarding order confirmation, processing, dispatch, and delivery.

· Handle queries related to order modifications, cancellations, returns, replacements, and refunds.

· Coordinate with the warehouse and operations team to ensure timely order processing.

· Follow up on pending or delayed orders and keep customers informed.

3. Product & Pricing Support

· Develop a good understanding of 1GBKART's product categories, including Smartphones & iPhones, Laptops, Cameras, Smartwatches, Earbuds & Headphones, Meta Smart Glasses,



Keyboards, and other Smart Devices.

· Assist customers with basic product-related queries and specifications.

· Communicate applicable pricing, offers, availability, and other commercial information accurately.

· Escalate technical or product-specific queries to the relevant team when required.

4. Returns, Refunds & Complaints

· Handle customer complaints related to products, deliveries, billing, damaged/incorrect items, and other concerns.

· Coordinate with logistics, warehouse, sales, and accounts teams to resolve issues.

· Manage return, replacement, and refund-related queries as per company policy.

· Ensure timely follow-up until the customer's issue is completely resolved.

· Escalate critical or repeated complaints to the reporting manager.

5. Logistics Coordination

· Track shipments and provide customers with delivery updates.

· Coordinate with courier/logistics partners regarding delayed, lost, or incorrect shipments.

· Follow up on delivery-related issues and ensure appropriate resolution.

· Keep customers updated proactively in case of delays or changes.

6. Customer Relationship Management

· Build and maintain strong relationships with existing B2B customers.

· Understand customer requirements and provide timely assistance.

· Maintain regular follow-ups with customers where required.

· Identify recurring customer concerns and share feedback with management.

· Contribute towards improving customer satisfaction and customer retention.

7. Internal Coordination & Reporting

· Coordinate with Sales, Warehouse, Logistics, Accounts, Product, and Operations teams for customer-related matters.

· Maintain accurate records of customer interactions, complaints, orders, returns, and resolutions.

· Update CRM/customer support systems regularly.

· Prepare basic daily/weekly reports related to customer queries and complaints.

· Highlight recurring issues and suggest improvements in customer experience.

Key Performance Indicators (KPIs)

· Customer satisfaction and feedback

· First response time

· Query resolution time





· First-contact resolution rate

· Order-related query resolution

· Return/refund resolution turnaround time

· Customer follow-up efficiency

· Complaint resolution rate

· Accuracy of information provided to customers

· Customer retention and relationship management

Required Skills

· Excellent Hindi and English communication skills.

· Strong verbal and written communication.

· Good customer handling and relationship management skills.

· Ability to communicate professionally with retailers, resellers, wholesalers, and business buyers.

· Strong problem-solving and follow-up skills.

· Ability to handle difficult customers calmly and professionally.

· Basic knowledge of MS Excel / Google Sheets.

· Comfortable using WhatsApp, email, CRM, chat, and e-commerce platforms.

· Good attention to detail.

· Ability to multitask and work under pressure.

· Willingness to learn about smartphones, laptops, cameras, and other smart devices.

Qualification & Experience

· Graduate in any discipline preferred.

· 2-4 years of experience in customer care, customer support, e-commerce, retail, telecom, electronics, or a related field.

· Freshers with strong communication and customer-handling skills may also apply.

· Experience in B2B sales/customer support or electronics/mobile industry will be an added advantage.

Ideal Candidate

· Customer-focused

· Polite, patient, and professional

· Good at follow-ups

· Comfortable communicating with business customers

· Quick to understand products and processes

· Responsible for taking ownership of customer issues

· A good team player

· Proactive in identifying and resolving problems

· Comfortable working in a fast-paced e-commerce startup environment

What You Will Get

· Opportunity to work with a fast-growing B2B e-commerce platform.

· Exposure to the smart devices and electronics industry.

· Learning opportunities across customer service, e-commerce, operations, and B2B business.

· Performance-based incentives/rewards, as applicable.

· Growth and career development opportunities.

· Collaborative and energetic work environment.

Join 1GBKART

If you are someone who enjoys helping customers, solving problems, learning about smart devices, and working in a fast-paced e-commerce environment, we would love to have you join our team.

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Customer Care Executive –B E-commerce (Gurugram)
🏢 Prisimo International Private
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