Customer Service Executive

Responsibilities

• Handle customer inquiries via phone, email, WhatsApp, chat, and social media.
• Assist customers with product information, order placement, tracking, returns, exchanges, and refunds.
• Process and verify Shopify orders, payments, shipping details, invoices, and dispatch documents.
• Coordinate with warehouse, logistics, and courier partners to ensure timely order fulfilment.
• Monitor pending, cancelled, failed, and RTO orders, and resolve delivery-related issues.
• Process returns, exchanges, cancellations, and refunds as per company policy.
• Coordinate with the inventory team to confirm stock availability and update customers on order status.
• Maintain customer records, prepare operational reports, and monitor service KPIs.
• Ensure adherence to company SOPs and deliver a high level of customer satisfaction.

Requirements

• Hands‑on experience with Shopify order management.
• Strong customer service and communication skills.
• Good understanding of D2C e‑commerce operations.
• Familiarity with courier platforms such as Shiprocket, NimbusPost, or Pickrr.
• Proficiency in Microsoft Excel, Google Sheets, and basic CRM tools.
• Strong problem‑solving, multitasking, and attention to detail.
• Bachelor’s degree in any discipline.
• 2–6 years of experience in customer service, e‑commerce, or D2C order processing.
• Experience with Shopify is preferred.

Nice to Have

• Certification in Customer Service, E‑commerce, or Retail Operations.
• Experience in the apparel, fashion, lifestyle, or retail industry.