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,