: Customer Service Executive – D2C Operations

Department: Customer Service / E-Commerce

Location: Okhla Phase 2, Current Delhi

Experience: 1–3 Years

Employment Type: Full-Time | In-Office

Reporting To: E-Commerce Manager

Job Highlights

- - Strong verbal communication skills with fluency in English.
- Experience in D2C operations, order management, and customer support.
- Ability to handle customer queries across calls, WhatsApp, and other communication channels.
- Strong coordination, problem-solving, and follow-up skills.

Job Summary We are looking for a customer-focused and proactive Customer Service Executive – D2C Operations to manage online orders received through the Geonix website and ensure a smooth post-purchase experience. The candidate will be responsible for order processing, shipment tracking, customer query resolution, returns, refunds, and coordination with internal teams, distributors, and logistics partners.

Key Responsibilities

- - D2C Order Management: Extract, verify, and process orders received through the Geonix website and ensure timely handover to the fulfillment team.
- Order Tracking: Coordinate with distributors and logistics partners to track shipments, monitor delivery timelines, and resolve delivery-related issues.
- Customer Support: Handle customer queries related to orders, payments, shipping, and delivery through calls, WhatsApp,



and other communication channels.
- Returns and Refunds: Manage customer requests for order cancellations, returns, refunds, and replacements in accordance with company policies.
- Issue Resolution: Coordinate with internal teams to resolve customer complaints efficiently and ensure a positive post-purchase experience.
- Order Updates: Proactively communicate order status, shipping updates, delays, and expected delivery timelines to customers.
- Customer Experience: Maintain professional communication, ensure timely follow-ups, and contribute to customer satisfaction and retention.
- Record Maintenance: Maintain accurate records of customer interactions, order-related issues, returns, refunds, and resolutions.

Required Skills & Qualifications

- - Graduate in any discipline.
- Fluent in spoken English with good verbal and written communication skills.
- Prior experience in customer service, D2C operations, or e-commerce order management will be preferred.
- Basic knowledge of online order processing, shipment tracking, returns, and refunds.
- Proficiency in MS Excel, email, WhatsApp, and other customer communication tools.
- Strong coordination, multitasking, and problem-solving abilities.
- Customer-oriented approach with a professional attitude and attention to detail.

📌 GI_REQ_322_Customer Service Executive –C Operations (Delhi)
🏢 Geonix
📍 Delhi