Customer Support Executive

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

Call customers who leave low ratings or negative feedback within 48 hours.

Use the approved retention script to empathise, resolve the issue, and rebuild trust.

Offer approved resolutions (discounts, credits, exchanges) per the retention SOP.

Log all feedback, resolutions, and outcomes in the Customer Issues Tracker.

Share weekly insights on common issues with the management team.

3. Post-Purchase Follow-Ups

Call customers 10 days after delivery to check satisfaction with fit, comfort, and quality.

Guide customers through return or exchange processes if issues are reported.

Document all calls and actions taken in the Customer Service Database.

Track patterns in customer satisfaction for reporting and retention improvements.

4. Non-Delivery Report (NDR) Management

Check the NDR section in the logistics portal daily for undelivered orders.

Contact affected customers to confirm availability, update address / contact details, and schedule reattempts.

Liaise with logistics partners to ensure prompt redelivery.

Record all NDR actions and outcomes in the NDR Tracker.

5. Order Management & Returns Processing

Regularly monitor the Shopify Orders dashboard to ensure timely order confirmation and fulfilment.

Proactively update customers on order changes, delays, or issues.

Manage cancellations per company policy.

Process returns, exchanges, and refunds on EasyEcom and Return Prime, ensuring accurate tracking.

Coordinate with the warehouse team to ensure returned items are correctly categorised (good stock, to-be-fixed, defective).

Maintain a complete and accurate record of all order-related actions.

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

https : / / forms.gle / CrGb46TzN3QpP4fA6