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 (India)
🏢 Flying Leap Ecom
📍 India