Job Title: Customer Support representative(E-Commerce)
Location: Phase 1 Mohali, Punjab
Job Type: Full-Time
Working Hours: Monday to Saturday, 9:00 AM - 6:00 PM
Reports To: Customer Support Manager / Operations Manager
About Us:
We are a growing e-commerce business committed to providing excellent products and an exceptional customer experience. We’re looking for a proactive and empathetic Customer Support Officer to be the voice of our brand, helping resolve customer issues and maintaining high customer satisfaction across all touchpoints.
Key Responsibilities:Customer Service & Inquiries
- Assist customers with order issues, product inquiries, delivery questions, returns, and general support.
- Maintain customer satisfaction by providing accurate, consistent, and transparent communication.
Payment & Dispute Resolution
- Handle and respond to PayPal cases professionally and within required deadlines, providing all necessary documentation and evidence to resolve disputes.
- Manage bank chargeback claims by compiling detailed reports, submitting rebuttals,
and communicating with financial institutions to resolve disputes efficiently.
- Identify patterns in disputes and suggest preventative measures.
Operational Support
- Collaborate with the warehouse or fulfillment teams to investigate and resolve delivery and order fulfillment issues.
- Use internal systems (e.g., Shopify, PayPal, Stripe, CRM platforms) to access customer order history and update records accordingly.
- Track and escalate unresolved issues appropriately to internal teams.
Customer Retention
- Offer goodwill gestures or discounts where necessary and within policy to retain unhappy customers and turn negative experiences into positive ones.
- Collect and summarize feedback to inform product improvements or operational adjustments.
Required Skills & Experience:
- 1+ year experience in customer support or service (preferably in e-commerce or online retail).
- Familiarity with Shopify, PayPal, Stripe,