- Handle customer queries through phone calls, WhatsApp, email and other communication channels.
- Follow up with customers regarding orders, deliveries, payments and product-related queries.
- Track orders and coordinate with logistics partners for timely delivery.
- Handle returns, replacements, cancellations and refund-related queries.
- Resolve customer complaints professionally and within defined timelines.
- Maintain regular follow-up with customers for pending orders and unresolved issues.
- Coordinate with the E-commerce, Sales, Warehouse, Dispatch and Logistics teams for order resolution.
- Maintain accurate records of customer interactions, complaints and resolutions.
- Update customer information and order status in CRM / E-commerce platforms.
- Follow up on COD orders, failed deliveries and undelivered shipments.
- Contact customers for order confirmation and delivery-related coordination.
- Collect customer feedback and share recurring issues with the concerned team.
- Assist in improving customer satisfaction, repeat purchases and customer retention.
- Monitor customer complaints and identify common issues to improve service quality.
- Prepare daily/weekly customer support and order follow-up reports.
- Ensure skilled and courteous communication with every customer.
Key Skills Required
- Excellent communication and customer-handling skills.
- Good verbal and written English; Hindi/other regional languages will be an advantage.
- Strong follow-up and problem-solving abilities.
- Customer-oriented and patient approach.
- Good knowledge of MS Excel and basic computer applications.
- Ability to handle multiple customer queries simultaneously.
- Good coordination and interpersonal skills.
- Experience with CRM, e-commerce portals preferred.
- Ability to work under pressure and meet response/resolution timelines.
Preferred Candidate Profile
- Graduate in any discipline.
- 0–4 years of experience in customer support, customer relationship, e-commerce, telecalling, order management or similar roles.
- Candidates with experience in D2C / B2C / online retail / FMCG / Cosmetics / Healthcare products will be preferred.
- Experience handling customers through WhatsApp, calls and email will be an added advantage.