Customer Support ExecutiveCompany: Zaroori Retail

Department: Customer Support / Operations

Location: Ludhiana

Employment Type: Full-Time

Experience: 1–3 Years

About the RoleZaroori Retail is looking for a proactive and customer-focused Customer Support Executive to join our team. The candidate will be responsible for handling customer queries, resolving complaints, coordinating order-related concerns, and ensuring a smooth and positive customer experience across all communication channels.

The ideal candidate should have excellent communication skills, a problem-solving mindset, and the ability to efficiently manage multiple customer requests while maintaining a high level of professionalism.

- Key ResponsibilitiesHandle customer queries and concerns through phone calls, WhatsApp, email, chat, and other support channels.
- Assist customers with product information, order status, delivery updates, cancellations, returns, exchanges, and refunds.
- Resolve customer complaints promptly and professionally while maintaining a positive customer experience.
- Coordinate with warehouse, logistics, sales, operations, and other internal teams to resolve customer issues.
- Track customer complaints and ensure timely follow-ups until resolution.
- Maintain accurate records of customer interactions, complaints, orders, and resolutions.
- Monitor pending and escalated cases and ensure they are closed within the defined turnaround time.
- Identify recurring customer issues and communicate them to the relevant teams for corrective action.
- Assist customers with product-related questions and provide accurate information about products, offers, and policies.
- Follow company guidelines and SOPs while handling customer interactions.




- Maintain a professional and customer-friendly tone across all communication channels.
- Work towards achieving customer support KPIs such as response time, resolution time, ticket closure, and customer satisfaction.
- Support the team in improving overall customer experience and service processes.
- Required SkillsExcellent verbal and written communication skills.
- Strong customer-handling and problem-solving abilities.
- Good knowledge of MS Excel/Google Sheets and basic computer operations.
- Ability to handle multiple customer queries simultaneously.
- Good follow-up and coordination skills.
- Patience and professionalism while dealing with difficult or dissatisfied customers.
- Strong attention to detail.
- Ability to work independently as well as within a team.
- Prior experience with e-commerce, D2C, retail, or customer support will be an advantage.
- Preferred Candidate ProfileExperience: 1–3 years in customer support, customer service, e-commerce, retail, or a related role.
- Candidates with experience handling online orders, returns, refunds, logistics, and marketplace/D2C customer queries will be preferred.
- Comfortable working in a fast-paced setting.
- Customer-first attitude with strong ownership and accountability.
- Key Performance Indicators (KPIs)Customer response time
- Query resolution time
- Customer satisfaction (CSAT)
- Ticket/order closure rate
- Escalation rate
- Follow-up and resolution efficiency
- Accuracy of customer/order information

Why Join Zaroori Retail?At Zaroori Retail, you will have the opportunity to work in a growing retail environment and contribute directly to customer experience, operational efficiency, and brand growth.

📌 Customer Support Executive (Ludhiana)
🏢 ZAROORI Academy
📍 Ludhiana