Customer Support Associate

Job description:Handle customer enquiries through calls, WhatsApp, email, website chat, and social media.Assist customers with product information, order placement, payment queries, and delivery updates.Manage order tracking, cancellations, returns, refunds, and exchanges.Coordinate with warehouse, logistics, and delivery partners to ensure timely order fulfilment.Resolve customer complaints promptly while maintaining high customer satisfaction.Handle customer enquiries and order-related issues through Shopify or other e-commerce platforms.Maintain accurate records of customer interactions, complaints, and resolutions.Follow up on abandoned carts, failed deliveries, and pending customer issues to improve conversions.Collect customer feedback and identify opportunities to improve the online shopping experience.

Requirements

Experience: 1–3 years in customer support, preferably in e-commerce, D2C brands, or online retail.Excellent communication skills in English and Malayalam; Hindi proficiency is an added advantage.Strong problem-solving skills and a customer-first approach.Ability to manage multiple customer interactions and work with internal teams.Basic proficiency in MS Excel, Google Sheets, and order management systems.