Cashier Customer Service

SuperSaint®; Rajasthan; On-site; INR 180,000 - 240,000; Full time

Job summary

SuperSaint® is seeking a Customer Support Executive in Rajasthan to manage customer queries, orders, complaints, returns, exchanges, refunds, and delivery-related concerns across multiple channels. You will coordinate with warehouse, courier, accounts, and internal teams to ensure timely resolution of issues.

Key responsibilities include handling queries via WhatsApp, phone, email, website chat, and social media, ensuring professional responses within SLAs, and managing orders and refunds per

Qualifications

• Strong Hindi and English communication skills.
• Good written communication and customer-handling skills.
• Familiarity with WhatsApp, email, Shopify, and other customer support/e-commerce tools.

Responsibilities

• Handle customer queries through WhatsApp, phone calls, email, website chat, and social media.
• Respond to customers professionally and within defined response timelines.
• Understand customer concerns and provide accurate, solution-oriented assistance.
• Manage customer orders through Shopify/e-commerce platforms, including order modifications and status queries.
• Track shipments and coordinate with courier/logistics partners regarding delays and delivery-status cases.
• Handle returns, exchanges, replacements, and refunds per company policies.
• Coordinate with warehouse, courier, accounts, and other internal teams to resolve issues.
• Take ownership of customer complaints and follow up until complete resolution.

Skills

Hindi and English communication

Written communication

Customer-focused approach

Problem-solving

Multi-tasking

Attention to detail

Tools

Shopify

WhatsApp

Google Sheets/Excel

Job description

Customer Support Executive

We are looking for a Customer Support Executive to manage customer queries, orders, complaints, returns, exchanges, refunds, and delivery-related concerns across multiple communication channels. The role requires close coordination with warehouse, courier/logistics, accounts, and internal teams to ensure timely and accurate resolution of customer issues.

Key Responsibilities

• Handle customer queries through WhatsApp, phone calls, email, website chat, and social media.
• Respond to customers professionally and within the defined response timelines.
• Understand customer concerns and provide accurate, solution-oriented assistance.
• Manage customer orders through Shopify/e-commerce platforms, including order confirmation, modifications, cancellations, address corrections, product availability, and order-status queries.
• Track shipments and coordinate with courier/logistics partners regarding delayed, stuck, undelivered, RTO, and incorrect delivery-status cases.
• Handle returns, exchanges, replacements, and reverse pickups as per company policies.
• Manage queries related to COD, online payments, failed or duplicate payments, refunds, and refund delays.
• Handle product-related complaints including wrong, damaged, defective, missing, incorrect-size, quality, colour, or design-related issues.
• Collect required information such as order numbers, product details, photos/videos, and customer information before escalating complaints.
• Coordinate with the warehouse, courier, accounts, and other internal teams to resolve customer issues.
• Take ownership of customer complaints and follow up until complete resolution.
• Maintain accurate records of customer queries, complaints, returns, exchanges, refunds, and resolutions.
• Follow customer support SOPs and escalation procedures.
• Identify recurring customer issues and report them to the manager.

Required Skills

• Strong Hindi and English communication skills.
• Good written communication and customer-handling skills.
• Basic computer knowledge and familiarity with Google Sheets/Excel.
• Comfortable using WhatsApp, email, Shopify, and other customer support/e-commerce tools.
• Strong problem-solving and follow-up skills.
• Ability to handle difficult or unhappy customers calmly and professionally.
• Good attention to detail and ability to manage multiple queries simultaneously.
• Customer-focused, responsible, proactive, and organized approach.

Experience

0–2 years of experience in customer support, e-commerce, D2C, fashion, retail, or a related field is preferred.

Freshers can also apply if they have strong communication skills, a positive attitude, and a customer-focused approach.

Key Performance Areas

• First response time
• Customer issue resolution time
• Complaint resolution and follow-up
• Customer satisfaction
• Order management accuracy
• Return and exchange processing
• Refund follow-up
• Courier coordination
• SOP adherence
• Overall customer experience