Customer Solutions Specialist

Important : To apply for this role, you must fill out the application form here :

https : / / forms.Gle / CrGb46TzN3QpP4fA6

Role Definition : The Customer Support Executive is responsible for managing customer interactions across all communication channels, resolving queries and complaints, ensuring timely order processing, and executing retention strategies. They act as the bridge between customers and internal teams, ensuring prompt and professional resolutions, smooth returns / exchanges, and a consistently positive customer experience.

Key Responsibilities / Deliverables :

1. Customer Queries & Issue Management

2. Customer Retention Strategies

3. Post-Purchase Follow-Ups

4. Non-Delivery Report (NDR) Management

5. Order Management & Returns Processing

Tasks & Activities :

1. Customer Queries & Issue Management

• Respond promptly to customer queries through phone, email, WhatsApp, and social media using approved scripts.
• Address general queries regarding product details, order status, delivery timelines, and return policies.
• Escalate unresolved or complex issues to relevant departments (e.G., logistics, R&D, or sales).
• Log every interaction in the Customer Queries Tracker (customer name, order ID, issue type, resolution).
• Follow up daily on open issues with internal teams and keep customers updated until resolved.
• Record all resolved cases in the Customer Issues Tracker with clear resolution details.

2. Customer Retention Strategies

3. Post-Purchase Follow-Ups

4. Non-Delivery Report (NDR) Management

5. Order Management & Returns Processing

Important : To apply for this role, you must fill out the application form here : https : / / forms.Gle / CrGb46TzN3QpP4fA6