Job Title: Customer Support Executive – E-commerce (Pre-Sales & After-Sales)

Location: Pune, Kondhwa

Department: Customer Experience / Operations

Reports To: Operations Manager / E-commerce Head

About the Role

We’re looking for a Customer Support Executive who will be the first point of contact for our customers — assisting them before, during, and after their purchase. You will help customers understand our products, resolve queries, manage returns and replacements, and ensure a smooth and positive brand experience.

If you’re empathetic, patient, and passionate about technology, this role is a great fit for you.

Key Responsibilities Pre-Sales Support

- Respond promptly to customer inquiries via chat, email, phone, and social media.
- Understand customer requirements and recommend suitable products.
- Guide customers through website navigation, product specifications, and offers.
- Maintain a deep understanding of all products (features, compatibility, usage).
- Handle queries about shipping times, payment issues, or stock availability.

After-Sales Support

- Manage order tracking, replacements, refunds, and warranty queries.
- Coordinate with the logistics and warehouse teams for smooth delivery and returns.
- Troubleshoot basic product issues and escalate technical problems when needed.
- Handle service requests, complaints, and feedback in a skilled and efficient manner.
- Maintain communication logs and update CRM/ticketing systems.

Customer Experience & Reporting

- Track and report common customer pain points to the management and product team.
- Maintain a high level of customer satisfaction (CSAT,



response time, resolution rate).
- Suggest improvements in FAQs, website UX, or packaging based on customer insights.
- Support special campaigns, sale events, and influencer collaborations with prompt responses.

Qualifications

- Bachelor’s degree in Commerce, Marketing, Communication, or related field.
- 1–4 years of experience in customer support/e-commerce operations/call center.
- Experience handling Shopify / Amazon / Flipkart order queries preferred.
- Excellent written and verbal communication skills in English & Hindi

Preferred Skills

- Empathy and strong problem-solving ability.
- Basic understanding of online shopping workflows, RTOs, refunds, and logistics.
- Good typing speed and email/chat etiquette.
- Ability to handle high query volumes calmly and professionally.
- Tech-savvy with basic troubleshooting ability (for tech accessories or gadgets).

KPIs for Success

- Average Response & Resolution Time
- Customer Satisfaction (CSAT) / Feedback Ratings
- Number of Orders Resolved per Day / Week
- Reduction in Return Rate or Repeat Complaints
- Improvement in Positive Reviews & Ratings

Why Join Us

- Be part of a fast-growing D2C tech brand known for innovation and customer obsession.
- Work in a dynamic, young team focused on delivering top-tier customer experience.
- Growth opportunities in e-commerce operations, product, or marketing roles.
- Performance-based incentives and recognition for great service.

Job Type: Full-time Pay: ₹18,000.00 - ₹22,000.00 per month

Benefits

- Flexible schedule

Work Location: In person

📌 Customer Support Representative (Kondhwa)
🏢 RIITEK
📍 Kondhwa