Job Title: Customer Support representative(E-Commerce)

Location : Phase 1 Mohali, Punjab

Job Type : Full-Time Working Hours : Monday to Saturday, 9:00 AM - 6:00 PM Reports To : Customer Support Manager / Operations Manager

About Us : We are a growing e-commerce business committed to providing excellent products and an exceptional customer experience. We’re looking for a proactive and empathetic Customer Support Officer to be the voice of our brand, helping resolve customer issues and maintaining high customer satisfaction across all touchpoints.

Key Responsibilities:Customer Service & Inquiries

- Assist customers with order issues, product inquiries, delivery questions, returns, and general support.
- Maintain customer satisfaction by providing accurate, consistent, and clear communication.

Payment & Dispute Resolution

- Handle and respond to PayPal cases professionally and within required deadlines, providing all necessary documentation and evidence to resolve disputes.
- Manage bank chargeback claims by compiling detailed reports, submitting rebuttals, and communicating with financial institutions to resolve disputes efficiently.
- Identify patterns in disputes and suggest preventative measures.

Operational Support

- Collaborate with the warehouse or fulfillment teams to investigate and resolve delivery and order fulfillment issues.
- Use internal systems (e.g., Shopify, PayPal, Stripe, CRM platforms)



to access customer order history and update records accordingly.
- Track and escalate unresolved issues appropriately to internal teams.

Customer Retention

- Offer goodwill gestures or discounts where necessary and within policy to retain unhappy customers and turn negative experiences into positive ones.
- Collect and summarize feedback to inform product improvements or operational adjustments.

Required Skills & Experience :

- 1+ year experience in customer support or service (preferably in e-commerce or online retail).
- Familiarity with Shopify, PayPal, Stripe , or other e-commerce and payment platforms.
- Strong communication skills—both written and verbal—with a calm and professional tone.
- Experience in handling disputes, chargebacks, or financial queries is a strong advantage.
- High attention to detail and the ability to manage multiple tasks simultaneously.
- Problem-solving attitude and empathy-driven customer handling approach.

Preferred Skills (Not Mandatory) :

- Knowledge of customer service platforms (e.g., Gorgias, Zendesk, Freshdesk).
- Experience working with international customers and understanding of logistics systems.
- Basic understanding of fraud detection or e-commerce compliance .
- Positive English Writing SKills

Job Types : Full-time, Part-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Language :

- Hindi (preferred)
- English (required)

Work Location: In person

📌 Customer Support Representative (Sahibzada Ajit Singh Nagar)
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📍 Sahibzada Ajit Singh Nagar