Order Confirmation &

- Customer Support Executive Company: 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 Responsibilities Order 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, qualified 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.

Requirements Experience: 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. Good 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 Hours Full-Time | Work From Office Location: Surat, Gujarat

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