Customer Service Executive

Synthite; Ernakulam; On-site; INR 180,000 - 320,000; Full time

Job summary

Synthite seeks a customer service associate to manage inquiries across phone, email, WhatsApp and social channels. You will handle product, order, and payment issues, coordinate with logistics, and contribute to CRM-related activities to improve retention and insights.

The role involves assisting with basic e-commerce tasks, monitoring reviews, and helping with FAQs and templates. Fresh graduates with strong communication are encouraged to apply.

Qualifications

• Strong written and spoken English and Hindi.
• Ability to listen, understand customer problems and respond clearly.
• Good problem-solving and complaint-resolution ability.
• Basic proficiency in Microsoft Excel or Google Sheets.
• Comfort with email, WhatsApp and digital support tools.
• Good coordination and follow-up skills.
• Ability to maintain accurate customer and order records.

Responsibilities

• Respond to customer queries through phone, WhatsApp, email, website and social media.
• Resolve issues related to products, orders, payments, deliveries, returns and refunds.
• Coordinate with warehouse, logistics and internal teams to resolve customer concerns.
• Follow up on open cases until closure.
• Maintain records of queries, complaints and resolutions.
• Monitor product reviews and ratings across online channels.
• Identify recurring customer complaints and prepare weekly reports.
• Support customer feedback, review-generation and retention activities.
• Assist with basic e-commerce tasks such as order monitoring, inventory checks and listing verification.
• Support the team during promotions, product launches and periods of high order volumes.
• Help create FAQs, response templates and customer-service processes.

Skills

English communication

Hindi communication

Active listening

Problem solving

Excel/Sheets

Email support

Coordination

Education

Graduate in any discipline

Job description

The candidate will manage customer queries and complaints while also supporting e-commerce operations, customer retention and reporting. Apart from customer service we will develop candidates capabilities in CRM, customer insights and D2C operations.

Key Responsibilities

• Respond to customer queries through phone, WhatsApp, email, website and social media
• Resolve issues related to products, orders, payments, deliveries, returns and refunds
• Coordinate with warehouse, logistics and internal teams to resolve customer concerns
• Follow up on open cases until closure
• Maintain records of queries, complaints and resolutions
• Monitor product reviews and ratings across online channels
• Identify recurring customer complaints and prepare weekly reports
• Support customer feedback, review-generation and retention activities
• Assist with basic e-commerce tasks such as order monitoring, inventory checks and listing verification
• Support the team during promotions, product launches and periods of high order volumes
• Help create FAQs, response templates and customer-service processes

Candidate Requirements

Skills

• Strong spoken and written communication in English and Hindi
• Ability to listen, understand customer problems and respond clearly
• Good problem-solving and complaint-resolution ability
• Basic proficiency in Microsoft Excel or Google Sheets
• Ability to use email, WhatsApp and digital support tools
• Good coordination and follow-up skills
• Ability to maintain accurate customer and order records
• Basic reporting and data-organisation skills

Knowledge

• Basic understanding of online shopping and the customer journey
• Familiarity with orders, payments, shipping, returns and refunds
• Basic understanding of customer service and customer satisfaction
• Awareness of e-commerce websites and online marketplaces
• Interest in learning about CRM, customer retention and D2C operations

Experience

• Graduate in any discipline
• Fresher or up to 1 year of experience
• Experience in customer service, retail, hospitality, e-commerce or a consumer brand is preferred but not mandatory
• Freshers with strong communication and problem-solving ability are encouraged to apply

Temperament

• Patient and empathetic with customers
• Calm while handling complaints and escalations
• Eager to learn responsibilities beyond customer support
• Open to feedback and capable of learning quickly