Role & responsibilities

Customer Support

- Handle customer queries across WhatsApp, Email, Instagram, Phone Calls, and other support channels.

- Assist customers with product information, order updates, shipping queries, returns, exchanges, refunds, and general support.

- Resolve customer concerns professionally while maintaining a positive customer experience.

- Escalate complex issues to the concerned teams whenever required.

Order Confirmation & Customer Calling

- Call customers to confirm newly placed orders before dispatch.

- Verify customer details, address, and purchase intent.

- Contact customers with abandoned checkouts and assist them in completing their purchase whenever applicable.

- Follow up with customers regarding delivery-related issues and ensure successful order completion.

Delivery & Order Management





- Coordinate with courier partners regarding shipment-related issues.

- Handle Non-Delivery Reports (NDR) by contacting customers and helping resolve delivery issues.

- Assist customers with order tracking and delivery updates.

- Process return, exchange, replacement, and refund requests as per company policies.

- Ensure timely resolution of customer complaints and order-related concerns.

Documentation & Reporting

- Maintain accurate records of customer interactions and support tickets.

- Update order status and customer notes in internal systems.

- Share daily work updates and reports with the Customer Success Lead.

Follow standard operating procedures (SOPs) for all customer interactions

📌 Customer Support Executive (Gwalior)
🏢 Flying Leap Ecom
📍 Gwalior