About MyPustak.comMyPustak.com is a growing online book platform focused on making books more affordable and accessible through new and pre-owned books. We are building India’s circular book economy by helping books find new readers.

Job RoleWe are looking for a Customer Support Executive who can handle customer queries, resolve order-related issues, and coordinate with internal teams to ensure a smooth customer experience.

The ideal candidate should be comfortable communicating with customers over phone, WhatsApp, email, and chat, and should have a problem-solving approach.

- Key ResponsibilitiesHandle customer queries related to orders, payments, delivery, returns, refunds, cancellations, and exchanges.
- Respond to customers through phone calls, WhatsApp, email, and website/chat support.
- Track delayed, failed, lost, or returned shipments and coordinate with the logistics team for resolution.
- Coordinate with the warehouse, catalogue, operations, and logistics teams to resolve customer issues.
- Handle complaints professionally and ensure timely resolution.
- Follow up with customers regarding pending issues and provide regular updates.
- Help customers with questions related to current and used book conditions, pricing, availability, and orders.
- Record customer complaints, resolutions, and important interactions in the company's system.
- Identify recurring customer issues and report them to the concerned team.




- Follow company policies for refunds, returns, cancellations, and other customer-service processes.
- Maintain a high level of accuracy while handling customer and order information.
- Escalate complex or unresolved issues to the appropriate senior/team member.
- Freshers with good communication skills may also apply.
- Good Hindi and English communication skills; Bengali would be an added advantage.
- Comfortable speaking with customers over the phone.
- Basic computer knowledge and familiarity with WhatsApp, email, Excel/Google Sheets, and web-based systems.
- Ability to understand customer problems and provide practical solutions.
- Valuable follow-up and coordination skills.
- Ability to work in a fast-paced e-commerce environment.
- Preferred SkillsPrevious experience in an e-commerce company or online marketplace.
- Experience handling logistics, courier, return, refund, or COD-related queries.
- Basic understanding of CRM/helpdesk software.
- Good typing and written communication skills.
- Ability to remain professional while handling difficult or dissatisfied customers.
- What We Are Looking ForCustomer-first approach
- Strong ownership and follow-up
- Good communication
- Patience and problem-solving ability
- Attention to detail
- Ability to coordinate with multiple teams
- Willingness to learn and take responsibility

📌 Customer Support Executive (Kolkata)
🏢 MyPustak
📍 Kolkata