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E-Commerce Operations Executive

E-Commerce Operations Executive

ConfidentialPune, India
4 days ago
Job description

Role Description

The E-Commerce Customer Service Representative is responsible for delivering exceptional customer service to online shoppers. The role includes handling customer inquiries, providing product support, resolving issues, and ensuring a seamless post-purchase experience in an e-commerce environment.

Key Responsibilities :

1. Customer Support :

  • Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media.
  • Provide accurate product information, order status updates, and assist with returns, exchanges, and refunds.
  • Address customer concerns and complaints, offering timely and effective solutions.

2. Order Management :

  • Assist customers with placing orders, order cancellations, and modifications.
  • Ensure all customer orders are processed and shipped accurately and on time.
  • Work closely with the logistics and inventory team to track and update order statuses.

    • 3. Product Support :

  • Provide detailed product descriptions, specifications, and availability updates to customers.
  • Help customers navigate the website, ensuring an easy and intuitive shopping experience.
  • Offer personalized recommendations and upsell / cross-sell products when appropriate.

    • 4. Returns & Refunds :

  • Process returns and refunds in accordance with company policies.
  • Resolve issues related to product defects, incorrect shipments, or dissatisfaction.
  • Ensure customers are fully informed about the return and refund process.

    • 5. Issue Resolution :

  • Investigate and resolve any order discrepancies, delivery delays, or customer complaints.
  • Follow up on unresolved customer issues to ensure satisfaction and escalate complex cases to senior management when necessary.

    • 6. Customer Feedback & Improvement :

  • Collect and document customer feedback to improve service quality and identify recurring issues.
  • Collaborate with the marketing and product teams to enhance customer experience and satisfaction.

    • 7. Record Keeping :

  • Maintain accurate customer records and order histories in the customer service database.
  • Ensure proper documentation of all customer interactions for future reference.

    • 8. Team Collaboration :

  • Work closely with other departments (e.g., warehouse, inventory, and marketing) to ensure customer satisfaction and operational efficiency.
  • Provide training and guidance to new customer service representatives, if required.

    • Qualifications

  • High school diploma or equivalent (Bachelor's degree preferred).
  • Proven experience in customer service, preferably in the e-commerce or retail industry.
  • Familiarity with e-commerce platforms and order management systems.
  • Proficiency in using customer support software and Microsoft Office.
  • Knowledge of customer service best practices and the ability to handle multiple tasks simultaneously.

    • Skills :

  • Strong communication skills, both written and verbal.
  • Excellent problem-solving and conflict-resolution abilities.
  • Patience and a customer-first attitude.
  • Ability to work efficiently in a fast-paced environment.
  • Attention to detail and high organizational skills.
  • Ability to multitask and prioritize workload.

    • Preferred Qualifications :

  • Experience with live chat and social media support.
  • Knowledge of CRM (Customer Relationship Management) tools.
  • Previous experience in an e-commerce setting.

    • Skills Required

    Microsoft Office

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