Customer Support Executive – E-commerce

VNH Naidu Hall | The Family Store

About Us

VNH Naidu Hall is a trusted, homegrown brand with an 87-year legacy, which began with a strong foundation in lingerie and has now evolved into a complete family fashion destination. As we continue to grow our e-commerce presence, we are looking for a customer-focused, empathetic, and responsible individual to join our E-commerce team. If you enjoy helping customers, solving problems, coordinating with different teams, and ensuring a smooth customer experience, we would love to have you join us.

Role Overview

As an E-commerce Customer Support Executive, you will be the voice of VNH Naidu Hall for our online customers. You will be responsible for handling customer queries across calls, email, WhatsApp, chat, and social media platforms.

Your role will involve managing order-related concerns, following up on deliveries through the respective logistics and marketplace portals, coordinating returns and refunds, confirming COD orders, and ensuring that customer issues are resolved within the agreed timelines.You will work closely with the warehouse, logistics, and e-commerce operations teams. Familiarity with Shopify and Unicommerce will be an advantage, as these platforms will be used to understand and track orders, shipments, and customer-related concerns. The role also involves occasional customer engagement and conversion calls. All communication must reflect empathy, professionalism, discretion, and the brand values of trust, comfort, and care.

Key Responsibilities

- Customer Support Across Channels

Handle customer queries through calls, email, WhatsApp, chat, and social media platforms. ● Respond to customer comments, direct messages, and queries received through social media, ensuring timely and professional resolution. ● Assist customers with order status, delivery updates, product information, size-related concerns, returns, exchanges, refunds, and other post-purchase issues. ● Draft clear, professional, and empathetic email responses aligned with the brand's tone. ● Maintain a positive customer experience across all communication channels, including social media.

- Order Tracking & Delivery Follow-up

● Monitor and follow up on customer orders, dispatches, shipments, and deliveries. ● Track delivery-related issues through the relevant logistics, marketplace, and order management portals. ● Coordinate with warehouse and logistics teams to resolve delayed deliveries, failed delivery attempts, shipment issues, and other order-related concerns. ● Follow up with the respective logistics or marketplace teams until the issue is resolved.



● Keep customers updated on the progress of their orders and ensure timely communication. ● Identify pending delivery issues and escalate them to the concerned team when required.

- Shopify & Unicommerce Order Management

● Use or learn Shopify and Unicommerce to check order details, order status, shipment information, and customer-related issues. ● Coordinate with the e-commerce operations team to investigate order discrepancies and fulfilment-related concerns. ● Maintain accuracy when checking order details and updating customer communication. ● Familiarity with Shopify, Unicommerce, or similar e-commerce and OMS platforms will be preferred.

- Returns, Refunds & Exchanges

● Handle customer queries related to returns, exchanges, refunds, and product-related concerns. ● Coordinate with warehouse, logistics, accounts, and other relevant internal teams to ensure timely resolution. ● Track pending return and refund cases and follow up until closure. ● Ensure accurate communication of return and refund status to customers. ● Escalate unresolved cases and ensure that customer concerns are not left unattended.

- COD Confirmation & Customer Engagement

● Proactively call and confirm Cash on Delivery (COD) orders to reduce cancellations and Return to Origin (RTO). ● Make courtesy calls to customers when required to support their purchase journey. ● Occasionally follow up with customers who have shown purchase intent, including high-value customers and abandoned-cart customers, where applicable. ● Assist customers with relevant product information and purchase-related queries. ● Maintain a helpful, respectful, and customer-first approach during all conversion-related interactions.

- Customer Support Reporting & Process Management

● Maintain accurate records of customer queries, complaints, delivery follow-ups, returns, refunds, and order-related issues. ● Update CRM tools, shared trackers, and relevant e-commerce or logistics portals. ● Prepare and share daily and weekly customer support reports. ● Track open issues and ensure follow-ups are completed within the agreed TAT. ● Identify recurring customer concerns and share feedback with the relevant internal teams. ● Gather customer feedback to support improvements in products, services, and customer experience.

Requirements





● Prior experience in e-commerce customer support, customer service, or call centre operations is preferred. ● Proficiency in Tamil, Hindi and English (spoken and written) is essential. ● Knowledge of Hindi or other regional languages will be an added advantage. ● Strong email writing skills and the ability to communicate clearly and professionally. ● Familiarity with Shopify and Unicommerce is preferred. ● Basic knowledge of Google Sheets, Microsoft Excel, email, and customer support tools. ● Familiarity with marketplace and logistics portals will be an advantage. ● Ability to multitask, prioritise customer concerns, and manage follow-ups in a quick-paced e-commerce environment. ● Comfortable handling both inbound and outbound calls. ● Willingness to learn e-commerce order management, logistics, returns, refunds, and internal processes.

Key Traits We’re Looking For

● Empathy & Patience: Understand customer concerns and respond with care, patience, and respect. ● Problem-Solving Mindset: Take ownership of customer issues and actively work towards finding solutions. ● Brand Sensitivity & Discretion: Handle intimatewear-related queries and customer information with professionalism, sensitivity, and confidentiality. ● Attention to Detail: Ensure accuracy in order information, shipment tracking, returns, refunds, and reporting. ● Communication Skills: Communicate clearly and professionally across calls, emails, WhatsApp, chat, and social media. ● Follow-up & Ownership: Ensure customer concerns are followed up on and resolved within the agreed timelines. ● Teamwork: Coordinate effectively with warehouse, logistics, marketplace, and internal e-commerce teams.

What You Can Expect

● An opportunity to work with an established homegrown brand with an 87-year legacy. ● Exposure to e-commerce customer experience, order management, logistics, and marketplace operations. ● Opportunities to learn Shopify, Unicommerce, and other e-commerce tools. ● A collaborative work environment with opportunities for learning and growth.

Position Details Job Title

Customer Support Executive – E-commerce

Department: E-commerce

Experience: 1–2 years of experience in e-commerce customer support, preferably handling apparel or lingerie products.

Location: VNH Naidu Hall Head Office, 7, Basudev St, near DCB Bank, T. Nagar, Chennai, Tamil Nadu 600017

Employment Type: Full-time

Job Types: Full-time, Fresher, Walk-In

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits

- Provident Fund

Experience:
- Customer support: 1 year (Required)

Work Location: In person

📌 E COMMERCE - CUSTOMER CARE. (Chennai)
🏢 Naidu Hall Family Store
📍 Chennai