Customer Support Executive (CSE)

Job Description: Customer Support Executive

Job Summary

We are seeking a proactive and customer-focused Customer Support Executive to manage end-to-end customer support operations in a fast-paced e-commerce environment. The role involves handling customer interactions across calls and emails, providing timely order and delivery updates, managing ERP and ticketing systems, and closely monitoring logistics performance including TAT, SLA, and RTO. The ideal candidate will ensure seamless customer communication, quick issue resolution, and high levels of customer satisfaction.

Key Responsibilities

Customer Communication & Support

• Handle inbound and outbound customer calls related to orders, deliveries, returns, refunds, and service requests

• Respond to customer email queries professionally and within defined turnaround time

• Act as the first point of contact for customers and provide accurate updates on order and shipment status

• Ensure consistent, empathetic, and clear communication to enhance customer experience

Order & Logistics Monitoring

• Monitor end-to-end logistics operations including order confirmation, pickup, in-transit movement, delivery, delays, and RTO cases

• Track and ensure adherence to defined TAT and SLA for customer queries and deliveries

• Proactively identify delays or exceptions and initiate corrective actions

• Analyze and manage RTO cases in coordination with logistics partners and internal teams

Ticketing & Escalation Management

• Create, update, and manage support tickets with accurate documentation

• Ensure timely ticket resolution and closure within agreed SLA

• Handle customer escalations and coordinate with cross-functional teams for resolution

• Escalate critical or recurring issues with proper reporting and follow-ups

ERP & Internal Coordination

• Update customer interactions, order status, and shipment details on the ERP portal

• Coordinate with warehouse, logistics, finance, and tech teams to resolve issues

• Work closely with courier partners to manage delivery exceptions

Process & Quality Improvement

• Follow defined SOPs, compliance guidelines, and quality standards

• Identify process gaps and suggest continuous improvement initiatives

• Maintain accurate records and reports for customer support and logistics performance

Requirements & Skills

• Interest or exposure to e-commerce and logistics operations (Freshers can apply)

• Comfortable handling inbound and outbound customer calls

• Strong written and verbal communication skills

• Proficient in MS Excel, Word, and PowerPoint

• Sound knowledge of ERP systems or willingness to learn quickly

• Familiarity with ticketing systems, SLA, TAT, and RTO processes

• Strong coordination, problem-solving, and ownership mindset

• Customer-focused approach with high attention to detail

Work Details

Shift: Day Shift

Weekly Off: Sunday

Work Mode: Onsite

Job Type: Full-time

Pay: ₹10,000.00 - ₹25,000.00 per month

Work Location: In person