Customer Support Executive – E-commerce

Job Summary:

We are looking for a dedicated and customer-focused Customer Support Executive to join our e-commerce team. The ideal candidate will be responsible for handling customer interactions across calls, WhatsApp, and email, resolving issues effectively, and ensuring customer satisfaction within the defined TAT. Strong communication skills and fluency in Bengali and Hindi are a must.

Key Responsibilities:

• Order Management:
• Assist customers in placing orders and provide real-time support during the buying process.
• Customer Communication:
• Handle all inbound queries via calls, WhatsApp, and emails professionally and promptly.
• Provide accurate product, delivery, and order information to customers.
• Issue Resolution:
• Address and resolve customer complaints, order issues, or delivery concerns within the defined TAT.
• Ensure complete customer satisfaction through effective dispute handling.
• Coordination:
• Coordinate with internal teams (operations, logistics, warehouse) to resolve queries and update customers.
• Track customer complaints and follow through until closure.
• Follow-up & Reporting:
• Maintain detailed records of customer interactions and issues in CRM or designated platforms.
• Share daily/weekly reports on complaints, resolutions, and feedback.

Requirements:

• Experience: 2–3 years in customer service, preferably in an e-commerce or online retail environment.
• Languages: Fluency in Bengali, Hindi, and English (written and spoken) is mandatory.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and a customer-first mindset.
• Ability to multitask and work under pressure in a fast-paced environment.
• Strong computer literacy and knowledge of customer support tools like WhatsApp Business, Gmail, Excel/Google Sheets, etc.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹18,000.00 per month

Work Location: In person