Customer Service Executive
Job Description:
Job Title : Customer Service Executive
Location : Gurugram
Role and Responsibilities :
Customer Queries & Resolution
• Handle inbound queries via WhatsApp, email, and marketplace portals (Nykaa, Myntra, etc.)
• Resolve order-related issues — delays, wrong items, missing shipments, damaged products
• Process return, exchange, and refund requests as per policy
• Coordinate with the logistics team to track shipments and resolve delivery issues
• Escalate unresolved issues to the right internal team with full context
Post-Purchase Experience
• Proactively update customers on order status, delays, and resolutions • Collect and log customer feedback — product fit, quality, packaging
• Identify repeat complaints and flag patterns to the team
Operations & Reporting
• Maintain daily ticket log — open, resolved, pending
• Track TAT (turnaround time) on queries and escalations
• Coordinate with warehouse for return pickups and replacements
• Support the team during high-traffic periods — sales, festive season launches
Required Skills :
• 1–3 years of customer support experience — D2C, e-commerce, or retail preferred
• Excellent written and spoken communication in Hindi and English
• Patient, empathetic, and solution-focused — you don't just close tickets, you fix problems
• Comfortable with WhatsApp Business, email, and basic Excel / Google Sheets
• Familiarity with Shopify, Nykaa, or Myntra seller portals is a plus
• Able to work in rotational shifts and rotational week offs
Key Skills :
Company Profile
Our client is an active Indian fashion company that operates the popular D2C ethnic apparel brand, focuses on modern textiles and clothing manufacturing.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.