Customer Support Executive - E-commerce

About the Role

We are seeking a customer-focused and detail-oriented CRM Executive to handle customer escalations for our e-commerce platform. The role involves managing high-priority cases, coordinating with internal teams, and ensuring timely and effective resolution to maintain excellent customer satisfaction. The ideal candidate should also have a basic understanding of how e-commerce platforms operate.

Key Responsibilities

• Manage customer escalations received through email, chat, social media, and phone calls.
• Provide clear, empathetic, and solution-driven responses to customers with strong communication skills.
• Operate and navigate the e-commerce platform to review orders, refunds, returns, and customer issues.
• Collaborate with operations, logistics, warehouse, product, and customer support teams to resolve issues efficiently.
• Track, document, and update case progress regularly in CRM tools.
• Identify recurring issues and share insights to improve overall customer experience.
• Ensure adherence to SLAs for escalation resolution.
• Maintain professional and calm communication even in challenging or high-pressure situations.
• Support continuous improvements in escalation management processes and SOPs.

Requirements

• Bachelor’s degree in any discipline.
• 1–3 years of experience in customer service or CRM, preferably in an e-commerce environment.
• Basic knowledge of e-commerce platforms and workflows (orders, payments, returns, refunds, delivery tracking).
• Strong written and verbal communication skills.
• Ability to manage multiple escalations and work effectively under pressure.
• Familiarity with CRM tools such as Freshdesk, Zendesk, or Salesforce.
• Strong problem-solving skills with high attention to detail.

Preferred Qualifications

• Experience in order management, logistics, or marketplace escalation handling.
• Good understanding of e-commerce workflows and customer experience metrics.
• Prior experience handling customer escalations across multiple channels.

What We Offer

• Competitive salary package.
• Opportunities for career growth in a fast-paced e-commerce environment.
• Supportive and collaborative work culture.
• Exposure to customer experience operations and CRM strategy

Job Types: Full-time, Permanent

Pay: ₹11,005.49 - ₹25,000.00 per month

Work Location: In person