Order Confirmation & Customer Support ExecutiveCompany: SUNGLASSIC

Location: Surat, Gujarat

Job Type: Full-Time | Work From Office

Department: Customer Experience & Operations

About SUNGLASSICSUNGLASSIC is a fast-growing D2C eyewear brand focused on delivering stylish, premium-quality sunglasses at affordable prices with an exceptional customer experience.

We are looking for a Customer Support & Order Confirmation Executive who can handle customer communication, confirm orders, resolve queries, and ensure a smooth experience from order placement to delivery.

Key ResponsibilitiesOrder Confirmation

- Call customers to confirm COD and high-value orders.
- Verify customer name, phone number, delivery address, product and order details.
- Confirm customer availability for delivery.
- Identify and flag suspicious, duplicate or doubtful orders.
- Update order confirmation status accurately in the system.
- Coordinate with the operations/dispatch team for confirmed orders.

Customer Support

- Handle customer queries through phone calls, WhatsApp, chat and other support channels.
- Assist customers with product information, size/style selection, order status and delivery-related queries.
- Handle requests related to returns, exchanges, refunds, warranty and damaged products according to company policy.
- Coordinate with courier and internal teams to resolve delivery issues.
- Follow up with customers until their issue is properly resolved.
- Maintain a polite, professional and customer-friendly communication style.

Customer Experience





- Build positive relationships with customers.
- Understand customer concerns and provide appropriate solutions.
- Collect customer feedback and identify recurring issues.
- Escalate complex cases to the senior team when required.
- Maintain accurate records of customer interactions and complaints.
- RequirementsExperience: 1–3 years in customer support, telecalling, order confirmation, e-commerce or a similar role.
- Freshers with strong communication skills may also apply.
- Excellent Hindi and English communication is required.
- Gujarati communication will be an added advantage.
- Valuable telephone etiquette and convincing skills.
- Basic computer knowledge.
- Comfortable using WhatsApp, CRM/order management systems and Google Sheets.
- Ability to handle multiple customer conversations and tasks.
- Strong problem-solving and follow-up skills.

Preferred CandidateWe are looking for someone who is:

- Confident and comfortable speaking with customers.
- Patient and polite while handling complaints.
- Responsible and target-oriented.
- Good at convincing customers to confirm COD orders.
- Fast learner and comfortable working in a D2C/e-commerce environment.
- Able to work independently as well as with a team.
- Key Performance Indicators (KPIs)COD Order Confirmation Rate
- Successful Delivery Rate
- Customer Response Time
- Customer Complaint Resolution Time
- Customer Satisfaction
- Follow-up Accuracy
- Order Cancellation Rate
- Daily Call & Support Handling

Working HoursFull-Time | Work From Office

Location: Surat, Gujarat

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