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, complaints, and NPS trends with the relevant teams.
- Escalate complicated or unresolved customer complaints to the concerned team.
- Maintain proper customer records and update ticket information in the CRM.
- Follow up on pending customer issues until they are properly closed.
- Identify repeated customer complaints and share insights with the team to help improve processes and customer experience.
- Ensure all customer communication is polite, transparent, helpful, and aligned with the brand's policies.
- Assist with basic CRM activities, customer data management, customer follow-ups, and customer feedback initiatives whenever required.

Requirements

- 1–3 years of experience in customer support, CRM, customer experience, or e-commerce.
- Experience handling customer queries for an e-commerce, D2C, fashion,



or retail brand will be preferred.
- Experience with Shopify or any Shopify-based e-commerce platform.
- Hands-on experience with Zendesk, Zoho CRM, Freshdesk, Gorgias, Intercom, or similar CRM/ticketing tools.
- Experience working with logistics platforms such as Shiprocket or ShipDelight will be an added advantage.
- Understanding of NPS, CSAT, customer feedback, and customer experience metrics is preferred.
- Good written and verbal communication skills.
- Strong problem-solving and customer-handling skills.
- Ability to handle multiple queries and follow up on pending cases.
- Basic understanding of order management, returns, exchanges, refunds, and shipment tracking.
- Comfortable working with Excel/Google Sheets, Shopify, and CRM systems.
- Good attention to detail and a customer-first approach.

What We Are Looking For Someone who is patient, responsible, proactive, and comfortable handling customer queries on a daily basis. The ideal candidate should be able to understand the customer's concern, check the relevant order details on Shopify or the CRM, coordinate with the right internal or logistics team, follow up when required, and ensure the issue reaches a proper resolution.

The candidate should also be able to understand customer feedback, monitor NPS, identify recurring issues, and contribute towards improving the overall customer experience.

Customer query handling and resolution will be the top priority for this role, with customer satisfaction and NPS as key measures of success.

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