Customer Service Executive

Job Title: Customer Service Executive

Location: Gurgaon

Job Type: Full-time

Salary: 25000

Experience: 1-3 years in customer service, preferably in e-commerce or the cosmetic industry.

Job Summary:

The Customer Service Executive will be responsible for handling customer queries, complaints, and

order-related issues. They will also manage NDR (Non-Delivery Report) cases, coordinate with

logistics partners, and ensure a seamless post-purchase experience for customers. The ideal

candidate should have strong communication skills and a customer-centric approach.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries via phone, email, and chat regarding product details, order

status, and return/exchange policies.

• Resolve customer complaints in a professional and timely manner.
• Assist customers in placing new orders, modifying existing orders, and tracking shipments.

NDR Management:

• Monitor and analyze NDR reports from courier partners.
• Contact customers for order re-attempts and confirm delivery preferences.
• Coordinate with logistics teams to ensure timely order fulfillment and reduce RTO (Return to

Origin) cases.

• Identify reasons for delivery failures and suggest solutions to improve the success rate.

Order Processing and Issue Resolution:

• Handle refund, return, and exchange requests as per company policies.
• Collaborate with the warehouse team to resolve fulfillment issues.
• Ensure customers receive timely updates on their orders.

Customer Feedback and Reporting:

• Collect and analyze customer feedback to improve service quality.
• Maintain detailed records of customer interactions and complaints.
• Prepare reports on customer service performance, including NDR resolution rates and

customer satisfaction scores.

Skills & Qualifications:

• Bachelors degree in Business Administration, Communications, or a related field.
• 1-3 years of experience in customer service, preferably in the beauty/cosmetic industry.
• Proficiency in CRM tools and e-commerce order management systems.
• Excellent verbal and written communication skills.
• Problem-solving ability and attention to detail.
• Strong coordination skills with internal teams and courier partners.

Knowledge of marketplace operations (Amazon, Myntra, Nykaa, etc.) is a plus.

Why Join Us?

• Opportunity to work in a fast-growing beauty and cosmetics brand.
• Competitive salary with performance-based incentives.
• Career growth opportunities in customer service and e-commerce operations.
• Collaborative and supportive work environment.