Customer Support Associate

Cosmos Sports; Kozhikode district; On-site; INR 300,000 - 420,000; Full time

Job summary

Cosmos Sports is seeking a customer support executive in Kozhikode to handle inquiries via calls, WhatsApp, email, chat and social media. You will assist with product information, order placement, payments and delivery updates, while coordinating with warehousing and logistics to ensure timely fulfilment.

The role requires 1–3 years in customer support, with strong English and Malayalam communication. Experience with e-commerce platforms and order management is a plus.

Qualifications

• 1–3 years in customer support, preferably in e-commerce, D2C brands or online retail.
• Excellent communication skills in English and Malayalam; Hindi is a plus.
• Strong problem-solving skills with a customer-first approach.

Responsibilities

• Handle customer enquiries via calls, WhatsApp, email, website chat and social media.
• Assist customers with product information, order placement, payment queries and delivery updates.
• Manage order tracking, cancellations, returns, refunds and exchanges.
• Coordinate with warehouse, logistics and delivery partners to ensure timely order fulfilment.
• Resolve customer complaints promptly while maintaining high satisfaction.
• Maintain records of customer interactions, complaints and resolutions.
• Follow up on abandoned carts and pending issues to improve conversions.
• Collect customer feedback to improve the online shopping experience.

Skills

English communication

Malayalam communication

Problem solving

Multi-tasking

MS Excel

Google Sheets

Tools

Order management systems

Shopify or e-commerce platforms

Job description

• Handle customer enquiries through calls, WhatsApp, email, website chat, and social media.
• Assist customers with product information, order placement, payment queries, and delivery updates.
• Manage order tracking, cancellations, returns, refunds, and exchanges.
• Coordinate with warehouse, logistics, and delivery partners to ensure timely order fulfilment.
• Resolve customer complaints promptly while maintaining high customer satisfaction.
• Handle customer enquiries and order-related issues through Shopify or other e-commerce platforms.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Follow up on abandoned carts, failed deliveries, and pending customer issues to improve conversions.
• Collect customer feedback and identify opportunities to improve the online shopping experience.

Requirements

• Experience: 1-3 years in customer support, preferably in e-commerce, D2C brands, or online retail.
• Excellent communication skills in English and Malayalam; Hindi proficiency is an added advantage.
• Strong problem-solving skills and a customer-first approach.
• Ability to manage multiple customer interactions and work with internal teams.
• Basic proficiency in MS Excel, Google Sheets, and order management systems.