ECOMMERCE BACK OFFICE CUM CUSTOMER SERVICE EXECUTIVE

We are looking for a ECOMMERCE BACK OFFICE CUM CUSTOMER SERVICE to join our team . The role involves managing customer calls, delivering outstanding customer service related to ECOMMERCE Industry.

The E-commerce Back Office cum Customer Service Executive acts as the operational backbone, ensuring seamless post-purchase experiences by bridging the gap between digital platforms and physical fulfillment. This role requires a blend of data management, logistics coordination, and omnichannel customer engagement.

Job Summary

We are seeking a detail-oriented professional to manage the end-to-end lifecycle of online orders while providing exceptional customer support across various digital channels. You will be responsible for maintaining product data, coordinating with warehouses/logistics partners, and resolving customer inquiries to ensure high satisfaction and brand loyalty.

Key Responsibilities

1. Back Office & Operations

Order Management: Monitor and process daily orders across platforms like Shopify, Amazon, and eBay, ensuring accurate invoicing and timely fulfillment.

Inventory Control: Track stock levels in real-time, update product availability, and coordinate with the warehouse to prevent overselling.

Data Management: Maintain and update product listings, including descriptions, pricing, and high-quality images.

Logistics Coordination: Liaise with courier partners to track shipments, handle returns (RTO/Reverse Pickup), and manage delivery discrepancies.

Reporting: Generate daily MIS reports on sales performance, order status, and customer feedback.

2. Customer Service

Omnichannel Support: Resolve customer inquiries via phone, email, live chat, and social media platforms (WhatsApp, Instagram).

Issue Resolution: Handle complaints regarding delayed deliveries, damaged products, or payment failures with empathy and professionalism.

Post-Purchase Care: Proactively follow up on returns, exchanges, and refunds to ensure a frictionless experience.

Upselling: Identify opportunities to recommend complementary products based on customer needs during support interactions.

Required Skills & Qualifications

Education: Bachelor’s degree in Business, Commerce, or a related field preferred.

Experience: 2–3 years in e-commerce operations and customer service.

Technical Proficiency:

Strong command of MS Excel (VLOOKUP, Pivot Tables) for data analysis.

Experience in working with Marketplace and e-commerce platforms.

Soft Skills:

Excellent verbal and written communication in English and relevant regional languages.

High level of empathy and patience for handling stressful customer situations.

Strong multitasking abilities to manage high-volume chat and order queues.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 3 years of experience.