Customer Support Executive – E-commerce (Shopify)

About the Role

We are looking for a Customer Support Executive who is passionate about delivering exceptional customer experiences. The ideal candidate will take ownership of customer queries, returns, refunds, delivery follow\-ups, and social media interactions while ensuring every customer receives prompt and professional support.

Key Responsibilities

✅ Handle customer queries via email, phone, WhatsApp, chat, and social media.

✅ Manage return, replacement, exchange, and refund requests efficiently.

✅ Coordinate with courier and logistics partners to ensure timely deliveries and issue resolution.

✅ Track shipments and proactively update customers regarding delivery status.

✅ Resolve escalations while maintaining a positive customer experience.

✅ Respond to social media comments, messages, and customer reviews.

✅ Maintain accurate records of customer interactions and resolutions.

✅ Work closely with warehouse, operations, and marketing teams to ensure smooth order fulfillment.

✅ Identify recurring customer issues and suggest process improvements.

✅ Ensure customer satisfaction targets and response time SLAs are consistently met.

Requirements

✔ Excellent verbal and written communication skills.

✔ Strong problem\-solving and customer\-handling abilities.

✔ Experience with Shopify, shipping panels, or e\-commerce customer support is preferred.

✔ Good understanding of courier operations, returns, and refunds.

✔ Ability to multitask and manage high volumes of customer interactions.

✔ Positive attitude, ownership mindset, and willingness to learn.

✔ Proficiency in Google Sheets, Excel, and email communication.

What We Are Looking For

We value attitude over experience. We are looking for someone who

• Takes ownership rather than making excuses.
• Genuinely cares about customer satisfaction.
• Is proactive in solving problems.
• Can work independently with minimal supervision.
• Wants to grow with the company and contribute beyond their job description.

Bonus Points If You Have

• Shopify experience
• Experience handling courier partners
• Experience with social media customer support
• E\-commerce industry experience

Performance Bonus Based On

• Customer Satisfaction (CSAT)
• Response Time Targets:
• Low Escalation Rate
• Attendance \& Ownership Bonus

Pay: ₹18,000\.00 \- ₹28,000\.00 per month

Application Question(s)

• Are you comfortable working from our office in Vishwas Nagar, Karkardooma, East Delhi?
• Have you worked on Shopify or any e\-commerce platform before?

Work Location: In person