We are looking for an experienced Customer Service Executive to support our Australian eCommerce (Shopify) clients across Email, Live Chat, and Voice channels. Candidates must have 1-2+ years of experience in an eCommerce company, an eCommerce background is mandatory, and excellent spoken and written English is essential for this role.

WORKING HOURS

- Monday to Friday: 4:30 AM 2:30 PM (Australian Business Hours).

- Saturday: 4:30 AM 9:00 AM (Half Day-WFH).

- Sunday: Weekly Off.

EXPERIENCE

- Minimum 1+ years of experience in an eCommerce is mandatory.

- Experience working with Shopify-based businesses will be an advantage.

- Must have handled Email, Live Chat, and Voice (Call) Support.

KEY REQUIREMENTS

- Excellent verbal and written English communication skills this role involves direct communication with Australian clients, so a neutral accent and clear, confident spoken English are essential.

- Strong customer handling and problem-solving abilities.

- Ability to work in a fast-paced workplace and manage multiple customer conversations simultaneously.

- Good understanding of order management, shipping, returns, refunds, and warranty processes.

- Familiarity with CRM/helpdesk tools such as Gorgias, Zendesk, Freshdesk, Intercom, or similar platforms.

- Basic knowledge of Shopify, payment gateways, courier tracking,



and order fulfilment.

- Ability to coordinate with internal teams and vendors for issue resolution.

- Strong attention to detail and ability to maintain accurate records.

- Ability to prioritise urgent customer issues and escalate them when required.

ROLES & RESPONSIBILITIES

- Respond to customer enquiries through Email, Live Chat, and Phone Calls.

- Provide timely updates on order status, shipping, delivery, returns, refunds, and warranty claims.

- Resolve customer complaints while maintaining a high level of customer satisfaction.

- Coordinate with suppliers, warehouse teams, and logistics partners to resolve order-related issues.

- Process cancellations, refunds, replacements, and return requests as per company policy.

- Escalate unresolved issues to the relevant department and follow up until closure.

- Maintain accurate customer records and update CRM/helpdesk systems.

- Meet internal response and resolution SLAs.

- Deliver a professional and positive customer experience across all communication channels.

PREFERRED SKILLS

- Experience with eCommerce businesses.

- Ability to work independently with minimal supervision.

- Strong organisational and time management skills.

📌 Customer Support Executive | Voice & Email | Australian Shift (Bengaluru)
🏢 Dotmappers IT
📍 Bengaluru