Customer Support Executive (Goregaon East)

Customer Support & Operations Executive

On-site | Full-time | Goregaon East, Mumbai Suburban

About Capes India:

Capes India is a fast-growing D2C e-commerce brand creating premium tech accessories—ranging from skins for phones, laptops, and cameras to MagLock wallets, car mounts, and more. We're a design-first, innovation-driven team passionate about delivering top-notch products and an exceptional customer experience. Join our dynamic crew and grow with one of India’s most exciting lifestyle-tech brands.

Role Overview:

We are looking for a smart, proactive, and customer-focused Customer Support & Operations Executive to join our operations team. You will play a key role in managing customer relationships and coordinating backend operations to ensure smooth order fulfillment and satisfaction.

Key Responsibilities:

• Customer Interaction: Handle queries and concerns via phone, WhatsApp, chat, and email with professionalism and empathy
• CRM Management: Log and manage customer tickets, orders, and updates using CRM tools
• Problem Solving: Resolve issues related to deliveries, returns, exchanges, product inquiries, and payments
• Order Tracking: Monitor orders through the entire delivery process, ensuring timely and accurate dispatch
• Logistics Support: Coordinate with our dispatch and courier partners to troubleshoot delivery exceptions
• Returns & Refunds: Handle return requests and initiate refund processes as per company policies
• Product Knowledge: Stay up to date with our catalog to help customers make informed decisions
• Customer Feedback: Collect and relay feedback to internal teams for service and product improvements
• Documentation: Maintain records of customer interactions, issues, and resolutions
• Team Collaboration: Work closely with logistics, marketing, and production to ensure smooth operations

What We’re Looking For:

• Excellent English communication skills—spoken, written, and typing
• Comfortable with customer calls and handling queries with patience
• Proficient in using computers and CRM software
• Great problem-solving skills and a proactive attitude
• Hindi speaking skills are a strong advantage
• Prior customer support experience is a plus (freshers welcome)
• Must be able to commute or relocate to Goregaon East, Mumbai Suburban

Job Type:

• Full-Time, On-site
• Permanent

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Application Question(s):

• This role requires in-office presence in Goregaon East. Are you open to commuting to this location?
• We are offering a compensation range of ₹20,000 – ₹25,000 based on your experience and skills. Are you comfortable with this pay scale?

• How many years of experience do you hold in handling E-commerce Customer Support?

Work Location: In person