Customer Support Executive (E-Commerce Focus)

Customer Assistance

• Respond promptly to customer inquiries via email, chat, and phone.
• Resolve complaints, process orders, returns, and refunds effectively.
• Guide customers through product selection, payment processes, and delivery tracking.

E-Commerce Operations

• Collaborate with the logistics team to ensure timely order fulfillment and delivery.
• Address payment discrepancies and liaise with the accounts team for resolution.
• Monitor and update order statuses in the system.

Issue Resolution and Feedback

• Identify and resolve product-related issues in collaboration with the operations team.
• Escalate unresolved issues to the appropriate departments while maintaining customer communication.
• Collect and analyze customer feedback to improve service quality.

Knowledge Management

• Maintain a thorough understanding of the company s products, services, and e-commerce platform.
• Keep updated with new product launches, promotions, and policies.
• Document customer interactions and recurring issues to enhance the support process.

Customer Retention and Engagement

• Build positive relationships with customers to foster loyalty.
• Recommend relevant products and services to enhance customer satisfaction.
• Participate in customer satisfaction surveys and suggest actionable improvements.