Customer Support Executive – E-Commerce (Hindi & English)

About the Role

Tech Guru Store (techgurustore.in) is the e‑commerce arm of Tech Guru IT Solutions, Nehru Place, New Delhi. The company sells IT hardware, networking equipment and licensed software online in four graded conditions – Brand New, Open Box, Refurbished and Used. The Customer Support Executive is the voice of the store on every channel – phone, WhatsApp, email and website chat – before, during and after the sale.

Responsibilities

• Handle inbound calls, WhatsApp, email and website chat within a 30‑minute first‑response SLA during business hours.
• Answer pre‑purchase questions on product condition, warranty duration, compatibility and delivery timelines.
• Provide proactive order updates at every stage: confirmation, dispatch with tracking number, out for delivery and delivered.
• Make a delivery‑confirmation call the day after delivery on high‑value orders.
• Log every interaction against the customer record; no issue is resolved verbally without a written trail.
• Hand over damage, dead‑on‑arrival, wrong‑product and refund cases to the Returns Executive within the same hour.
• Escalate issues correctly rather than leaving an unhappy customer.

Requirements

• Fluent in both Hindi and English.
• Calm under pressure.
• Comfortable working inside a ticketing system.
• 1–3 years of experience in customer support, voice & chat process, or e‑commerce support.
• Proficiency with CRM, ticketing systems, email & WhatsApp support, and MS Excel.
• Strong complaint handling skills.

Nice to Have

• Experience with order management.