Job Title: Support Executive — Orders & Customer Care

Role Summary

We’re seeking a customer-focused Support Executive to handle inbound/outbound customer calls, confirm and process orders, resolve order-related issues, and respond to all order queries for both our brands. The ideal candidate ensures high satisfaction, accurate order data, and timely resolution.

Key Responsibilities
Handle inbound and make outbound customer calls professionally and courteously.
Confirm orders (phone, web, marketplace) and validate payment/shipping details.
Process and update orders in the order-management/ERP system.
Track shipments, liaise with logistics/fulfillment teams, and update customers on delivery status.
Diagnose and resolve order-related issues: cancellations, returns, refunds, replacements, payment disputes, and order modifications.
Escalate complex cases to relevant teams (logistics, billing, product) and follow up to resolution.
Maintain accurate records of customer interactions and order notes in CRM.
Meet SLA targets for response time, resolution time, and quality metrics.
Provide product and policy information for both brands; cross-sell or upsell when appropriate (optional).




Contribute feedback to improve order processes and customer communication.

Qualifications
1–3 years customer support / order processing experience (e-commerce, retail, or contact center preferred).
High school diploma required; college degree preferred.
Comfortable working with order-management systems, CRM tools, and basic MS Office.
Explicit spoken English; additional local language(s) a plus.

Skills & Competencies
Strong verbal and written communication.
Customer-first attitude with empathy and patience.
Attention to detail and accuracy in data entry.
Problem-solving and decision-making under pressure.
Ability to multitask and prioritize in a rapid-paced environment.
Team player with reliable attendance and punctuality.

KPIs & Targets (examples)
Average handle time, first-call resolution rate, customer satisfaction (CSAT), order accuracy, SLA compliance.

What We Offer
Competitive salary and perks (specify).
Training on brand products, systems, and policies.
Opportunity to work across two growing brands and grow within the Customer Experience team.

Pay: ₹10,000.00 - ₹14,000.00 per month

Work Location: In person

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