Customer Service Executive

Customer Service Executive (Ecommerce & Product Support)

About the Role We are looking for a proactive and customer-focused Customer Service Executive to support our operations across Amazon, Shopify, and Flipkart. In this role, you will be the face of our brand, handling inquiries, resolving complex order issues, and managing our brand reputation.

Uniquely, you will also act as a product specialist by conducting virtual coffee machine demonstrations to help customers understand and enjoy our products. If you are a problem-solver who is comfortable on camera and enjoys a fast-paced ecommerce environment, this position is an excellent fit.

• Key Responsibilities

1. Multi-Channel Communication & Support

Respond to customer inquiries via email, chat, WhatsApp, and Amazon Buyer-Seller Messaging (Station Messages) promptly and professionally.

Ensure all Amazon messages are replied to within the required Service Level Agreement (SLA) timeframes to maintain account health.

2. Review Management & Reputation Protection

Monitor and manage product reviews and ratings across Amazon, Shopify, and Flipkart.

Proactively reach out to customers who leave negative feedback or low ratings, investigating the root cause and providing solutions (refunds, replacements, or technical guidance) to resolve the issue and improve customer sentiment.

3. Product Demonstrations (Virtual Demo)

Conduct live virtual demonstrations of our coffee machines for potential buyers or existing customers.

Guide customers through machine setup, brewing operations, and troubleshooting via video calls to reduce returns and enhance the user experience.

4. Order & Logistics Coordination

Handle order issues including returns, replacements, delivery tracking, and refunds.

Coordinate effectively with warehouse, logistics, and sales teams to provide timely solutions to customer problems.

5. Reporting & Feedback

Maintain high customer satisfaction metrics (CSAT) and ensure service quality standards are met.

Summarize common product faults or recurring complaints and report them to the internal product team for improvement.

• Job Requirements

Experience: 1–2 years of ecommerce customer service experience preferred. Experience with Amazon Seller Central, Shopify, or Flipkart is a strong advantage.

Language Skills: Strong English writing and reading skills are essential for cross-border communication.

Product Savvy: Interest in coffee culture or willingness to learn the technical details of coffee machines to perform virtual demos confidently.

Communication: Excellent interpersonal skills; patient, detail-oriented, and comfortable appearing on camera for video support.

Problem Solving: Ability to remain calm under pressure, especially when dealing with negative reviews or difficult customers.

Organizational Skills: Ability to multitask across different platforms (Amazon, Shopify, Flipkart) in a fast-paced environment.

• Why Join Us

Global Exposure: Fast-growing international business with exciting exposure to customers worldwide.

Skill Development: Opportunity to develop cross-functional skills in Crisis Management (Review handling) and Pre-sales/Technical Support (Virtual Demos).

Career Growth: Clear career growth path in Customer Service, Operations, or Ecommerce Management.

Team Culture: A supportive environment where your ideas on how to improve the customer experience are valued.

Job Type: Full-time

Pay: ₹15,000.00 - ₹23,000.00 per month

Application Question(s):

• Have you worked in any E-Commerce electronic Company.

Language:

• English (Required)

Work Location: In person