Roles & Responsibilities
Handle inbound and outbound customer calls, emails, and chat queries related to orders, deliveries, returns, exchanges, refunds, warranties, and product sizing.
Resolve customer complaints and provide accurate information in accordance with company policies and SOPs.
Conduct size confirmation calls before dispatch and record accurate sizing details to help minimize size-related returns and exchanges.
Create, update, and close customer support tickets within defined timelines and SLA requirements.
Follow up with internal teams, including Logistics, Warehouse, Retail, and Accounts, to resolve pending customer issues.
Coordinate return, exchange, refund, and warranty requests as per established procedures.
Escalate complex or unresolved cases to the CRM Team Lead within the required timelines.
Maintain accurate records of customer interactions, complaints, and resolutions in CRM tools.




Meet individual performance targets for customer satisfaction (CSAT), first response time (FRT), resolution time, quality, and productivity.
Follow up on pending cases and ensure customers receive timely updates until resolution.
Follow assigned shift schedules, maintain attendance and availability, and ensure customer queries and pending tickets are handled within defined timelines.
Adhere to CRM SOPs, ticket management guidelines, and customer communication standards

Pay: ₹100,000.00 - ₹350,000.00 per year

Ability to commute/relocate:
Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
Are you available for a face-to-face interview?

Experience:
Customer Support Executive – eCommerce : 1 year (Required)

Work Location: In person

📌 Customer Support Executive – Ecommerce Crm Pune (India)
🏢 Freelancing
📍 India