About the Role
We are looking for an experienced Customer Support Executive with a strong understanding of D2C e-commerce operations. The candidate will be responsible for managing customer interactions across multiple sales channels, ensuring timely resolution of queries, handling post-order operations, and maintaining a seamless customer experience. The ideal candidate should have hands-on experience working with D2C brands and be well-versed in the complete order lifecycle, including RTO, NDR, returns, exchanges, refunds, and logistics coordination.

Key Responsibilities
1. Multi-Channel Customer Support
• Handle customer queries across multiple channels, including WhatsApp, Instagram, email, website chat, phone calls, and marketplace platforms.
• Respond to customer queries promptly and professionally.
• Manage pre-purchase and post-purchase queries related to products, sizing, availability, orders, payments, and deliveries.
• Maintain a high standard of customer communication and ensure customer satisfaction. 2. Order & Logistics Management
• Track orders and proactively communicate delivery updates to customers.
• Handle NDR (Non-Delivery Reports) and coordinate with courier partners to ensure successful deliveries.
• Monitor and manage RTO (Return to Origin) orders and identify reasons for failed deliveries.
• Coordinate with logistics partners and internal teams to resolve shipment-related issues.
• Follow up on delayed, stuck, lost, or incorrectly delivered shipments. 3. Returns, Exchanges & Refunds
• Independently manage the complete return and exchange process.
• Coordinate reverse pickups and track return shipments.
• Process and follow up on refunds, cancellations, and exchange orders.
• Ensure returns and exchanges are handled within the company's defined timelines and policies.
• Maintain proper records of all return, exchange, and refund requests. 4. E-commerce Operations
• Monitor orders and customer issues across multiple sales channels.




• Coordinate with the warehouse and operations team for order discrepancies, incorrect shipments, missing products, and fulfilment issues.
• Handle order modifications, cancellations, address changes, and other customer requests.
• Identify recurring customer complaints and suggest improvements in processes. 5. Reporting & Customer Experience
• Maintain daily reports of customer queries, complaints, RTOs, NDRs, returns, and exchanges.
• Monitor customer support response times and resolution rates.
• Identify common reasons for RTOs, returns, and customer dissatisfaction.
• Ensure all customer complaints are followed through until resolution. Required Skills & Experience
• 1-2 years of hands-on experience in customer support for a D2C e-commerce brand is mandatory.
• Robust understanding of the end-to-end e-commerce order lifecycle.
• Practical experience handling RTO, NDR, returns, exchanges, refunds, and cancellations.
• Experience managing customer communication across WhatsApp, Instagram, email, website chat, and other platforms.
• Familiarity with Shopify and shipping/logistics platforms such as Shiprocket.
• Experience with customer support tools such as Gorgias, Interakt, WATI, DelightChat, Freshdesk, or similar platforms.
• Strong communication skills, problem-solving abilities, and attention to detail.
• Ability to independently manage customer queries and coordinate with multiple internal teams.
• Comfortable working in a fast-paced D2C environment. What We Are Looking For
• Someone who takes ownership of customer issues rather than simply responding to queries.
• Someone who can independently manage the complete customer support function.
• A proactive individual who can minimise RTOs through timely customer follow-ups and effective NDR management.
• Someone who understands the importance of customer retention and repeat purchases for a growing D2C brand.
• Ability to multitask and manage high volumes of customer interactions without compromising service quality. Important: Candidates without prior hands-on experience in a D2C e-commerce brand need not apply.

📌 Customer Support Specialist (Noida)
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