Customer Service Executive

Customer Service Executive

Company: OurShopee
Location: Gurgaon (On-site)
Employment Type: Full-Time
Working Days: 6 Days a Week || English Mandatory (Speaking & Understanding)

About the Role

OurShopee is looking for a Customer Service Executive who is passionate about delivering exceptional customer experiences. The ideal candidate will handle customer queries, resolve complaints efficiently, and coordinate with internal teams to ensure timely issue resolution. Candidates with prior experience in e-commerce customer support are preferred.

Key Responsibilities

• Handle customer inquiries via phone, email, chat, and WhatsApp.

• Resolve customer complaints in a professional and timely manner.

• Track customer orders, returns, refunds, exchanges, and delivery-related issues.

• Coordinate with logistics, warehouse, seller support, and other internal teams to ensure quick resolution of customer concerns.

• Maintain accurate records of customer interactions in the CRM system.

• Escalate complex issues to the relevant departments when required.

• Follow up with customers to ensure complete resolution and customer satisfaction.

• Meet individual and team KPIs related to response time, resolution time, and customer satisfaction.

• Stay updated with company products, promotions, and policies to provide accurate information.

Requirements

• Bachelor's degree in any discipline.

• 1–3 years of experience in Customer Service, preferably in an e-commerce or marketplace environment.

• Excellent verbal and written communication skills in English and Hindi.

• Strong problem-solving and interpersonal skills.

• Proficiency in MS Office and CRM/customer support tools.

• Ability to multitask and work in a fast-paced environment.

• Willingness to work from the Gurgaon office.

Preferred Qualifications

• Experience handling GCC/UAE customers will be an added advantage.

• Experience with e-commerce platforms or online retail operations is preferred.

Why Join OurShopee?

• Be part of a fast-growing e-commerce company.

• Work in a collaborative and dynamic environment.

• Opportunities for career growth and professional development.

• Competitive salary and performance-based incentives.

If you are customer-focused, proactive, and enjoy solving problems, we'd love to hear from you!

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