Customer Support Executive

Prafazos; Chennai; On-site; INR 250,000 - 350,000; Full time

Job summary

Prafazos in Chennai seeks a Customer Support Executive to deliver a smooth shopping experience. You will respond to queries via phone, email, chat, WhatsApp and social media, assist with orders, payments, returns, and refunds, and coordinate with logistics and operations to resolve issues.

We value strong communication, empathy, and problem-solving. Hindi is mandatory; prior e-commerce exposure and SOP adherence are a plus. Immediate to 30 days notice.

Qualifications

• Excellent written and verbal communication skills.
• Hindi language proficiency is mandatory.
• Empathy and patience in dealing with customers.
• Strong problem-solving and issue-resolution abilities.
• Basic understanding of e-commerce order flow, payments, and logistics.

Responsibilities

• Handle customer inquiries through phone, email, chat, WhatsApp, and social media.
• Assist customers with order placement, product details, delivery timelines, returns and refunds.
• Guide customers through website/app navigation and payment issues.
• Coordinate with logistics, warehouse, and seller support for timely resolution.
• Escalate unresolved cases to senior support as needed.
• Maintain accurate records of customer interactions and help update FAQs.

Skills

Excellent written and verbal comms

Hindi mandatory

Empathy

Patience

Problem-solving

E-commerce order flow knowledge

Job description

The Customer Support Executive will be responsible for delivering a smooth and exceptional shopping experience to customers by responding to queries, resolving issues, and coordinating with internal teams. The role demands strong communication skills, familiarity with online shopping processes, and the ability to handle both pre- and post-order support.
Total Years Experience: 1 to 2 Years
Notice period: Immediate to 30Days

Job Description:

Customer Interaction

• Handle customer inquiries through phone, email, chat, WhatsApp, and social media.
• Assist customers with order placement, product details, delivery timelines, returns, and refunds.
• Guide customers through website/app navigation, payment issues, and account-related queries.
• Resolve order-related concerns such as delayed delivery, damaged/incorrect items, missing products, or payment failures.
• Coordinate with logistics, warehouse, seller support, and operations teams for timely issue resolution.
• Escalate critical or unresolved cases to the senior support team or team lead.

Operations & Documentation

• Maintain accurate records of customer interactions
• Track open cases to ensure quick and satisfactory closure.
• Update FAQs and contribute to knowledge-base improvements.

Customer Satisfaction

• Ensure high customer satisfaction scores by delivering empathetic, accurate, and solution-oriented responses.
• Follow SOPs to maintain quality and consistency of service.
• Identify recurring issues and share insights for improving processes, product listings, or customer experience.

Required Skills & Qualifications:

Excellent written and verbal communication skills.

Hindi Mandatory

Empathy and patience.

Strong problem-solving abilities and customer-handling skills.

Basic understanding of e-commerce order flow, payments, and logistics.