Job Summary
We are looking for a CRM & Customer Support Executive who can take ownership of customer queries and ensure a smooth customer experience from order placement to delivery, return, exchange, and refund.
The main focus of this role will be customer query handling and resolution, along with monitoring customer satisfaction and NPS (Net Promoter Score). The candidate will work closely with internal teams and logistics partners to resolve customer issues quickly and keep customers updated.

Key Responsibilities
• Handle day-to-day customer queries related to orders, delivery, returns, exchanges, refunds, cancellations, payments, and products.
• Manage customer queries through CRM and support platforms such as Zendesk, Zoho CRM, Freshdesk, Gorgias, Intercom, or similar tools.
• Work on a Shopify-based e-commerce platform to check order details, customer information, order status, products, and other information required to resolve queries.
• Track customer tickets and ensure queries are resolved within the required timeline.




• Coordinate with logistics partners such as Shiprocket, ShipDelight, Delhivery, Blue Dart, Xpressbees, etc. for delivery-related issues.
• Track shipments and assist customers with delayed deliveries, failed delivery attempts, RTOs, address issues, and shipment status.
• Handle return and exchange queries and coordinate with the relevant teams for resolution.
• Follow up on refund-related cases and provide customers with accurate updates.
• Handle complaints related to wrong, defective, damaged, or missing products and coordinate for suitable resolution.
• Coordinate with the warehouse, logistics, operations, and other internal teams to resolve customer issues.
• Monitor NPS and customer satisfaction scores and identify areas where the customer experience can be improved.
• Track customer feedback and identify common issues affecting NPS, satisfaction, and repeat customer experience.
• Share regular insights on customer feedback, complaint

📌 Customer Support Specialist (Gurugram)
🏢 Jain Amar
📍 Gurugram