Customer Service Executive – E-commerce

We are looking for a Customer Service Executive to join our customer experience team and support customers throughout their online shopping journey.

The role involves handling customers across live chat, phone and email, assisting with product and order enquiries, delivery updates, returns, refunds, warranty matters and general troubleshooting.

The ideal candidate will have strong e-commerce awareness, excellent communication skills and the confidence to deal with difficult or frustrated customers. This is a hands-on, customer-facing role where ownership, problem-solving and the ability to manage multiple customer interactions are critical.

The successful candidate should be comfortable working in a fast-paced online retail environment and coordinating with internal teams such as warehouse, logistics, finance, technical/warranty and operations to resolve customer issues.

Key Responsibilities

1. Customer Support – Chat, Phone & Email

- Handle customer enquiries through live chat, phone, email and ticketing/helpdesk channels.
- Respond promptly, professionally and accurately to customer questions.
- Assist customers with product information, specifications, availability, compatibility and pricing.
- Manage multiple conversations or cases simultaneously while maintaining accuracy.
- Maintain a professional, empathetic and solution-oriented communication style.

2. E-commerce & Order Management

- Assist customers with online orders, order status, dispatch and delivery enquiries.
- Track shipments and provide customers with accurate delivery updates.
- Investigate delayed, missing or incorrectly delivered orders.
- Coordinate with warehouse and courier/logistics teams to resolve delivery issues.
- Maintain ownership of customer cases until resolution.
- Proactively follow up on outstanding cases rather than waiting for customers to contact the company again.

3. Returns, Refunds & Warranty

- Guide customers through returns, refunds, replacements and warranty processes.
- Understand and clearly explain applicable company policies.
- Collect relevant information and documentation required to process cases.
- Assist customers with basic troubleshooting before escalating technical or warranty matters.
- Manage warranty cases involving product faults, replacement requests and assessments.
- Ensure all return, refund and warranty cases are accurately documented.

4.



Handling Difficult Customers & Escalations An important part of this role is confidently managing challenging customer situations, including:

- Angry or frustrated customers
- Delayed or missing deliveries
- Refund disputes
- Warranty disagreements
- Requests for exceptions to company policy
- Customers threatening chargebacks or negative reviews
- Customers who have contacted support multiple times
- Customers expecting immediate resolution

The successful candidate should be able to remain calm and professional under pressure, listen carefully to understand the actual concern, demonstrate empathy without making unsupported promises and effectively de-escalate difficult conversations.

They should be able to explain company policies clearly without becoming argumentative, investigate issues before responding, take ownership of cases rather than simply transferring customers between departments, and escalate appropriately when management, finance, logistics, technical or warranty intervention is required.

5. Product & Mobile Technology Knowledge The candidate should be able to develop a good working understanding of:

- Smartphones and tablets
- Mobile accessories
- Consumer electronics
- Connected devices
- Product specifications and features
- Device compatibility
- Stock availability
- Warranty and return processes

Previous experience in mobile phones, telecommunications, consumer electronics or technology retail will be an advantage.

6. Customer Case & Ticket Management

- Maintain accurate customer records and case notes.
- Update CRM/helpdesk systems correctly.
- Record order numbers, product details, tracking information and relevant customer communications.
- Categorise and prioritise tickets appropriately.
- Follow up on pending and unresolved cases.
- Ensure cases are closed only after the required action has been completed.
- Identify recurring customer issues and highlight them to management.

What We Are Looking For

- 1–3 years of customer service experience, preferably in e-commerce, online retail,



contact centres or consumer electronics.
- Experience handling phone, live chat and email support.
- Good understanding of the online customer journey.
- Experience handling orders, deliveries, returns, refunds and/or warranty cases.
- Excellent written and spoken English.
- Strong customer-handling and interpersonal skills.
- Strong problem-solving and investigation abilities.
- Excellent attention to detail.
- Ability to manage multiple conversations, cases and priorities.
- Confidence using CRM, ticketing, order-management and other online systems.
- Ability to quickly learn new technology and product information.
- Strong ownership and follow-through.

Essential Soft Skills

Customer First: Understands the customer's problem and works towards an appropriate and practical resolution.

Communication: Communicates clearly, professionally and confidently through both written and verbal channels.

De-escalation: Can handle upset or frustrated customers without becoming defensive or confrontational.

Ownership: Takes responsibility for moving customer cases forward rather than simply passing problems to another team.

Problem Solving: Can investigate issues, identify root causes and determine the appropriate next action.

Attention to Detail: Accurately manages order numbers, product models, tracking details, return information and customer records.

Multitasking: Can effectively manage simultaneous chats, emails, calls and support tickets in a busy environment.

Commercial Awareness: Understands the relationship between customer experience, customer retention, online reputation and overall business performance.

Education & Experience

- Bachelor's degree or equivalent qualification preferred.
- Previous customer-service or contact-centre experience required.
- E-commerce or online retail experience strongly preferred.
- Consumer electronics or mobile phone experience is an advantage.
- Candidates with robust customer-service experience and good e-commerce aptitude may also be considered.

Pay: ₹32,000.00 - ₹35,000.00 per month

Benefits

- Flexible schedule
- Paid sick time

Education:
- Bachelor's (Preferred)

Experience:
- Customer support: 4 years (Preferred)

Language:
- English (Preferred)

Shift availability:
- Overnight Shift (Preferred)
- Night Shift (Preferred)
- Day Shift (Preferred)

Work Location: Remote

📌 Customer Service Executive – E-commerce (India)
🏢 Select store
📍 India