Customer Support Executive

Jobs Territory; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

Jobs Territory is hiring for a customer support role in India, Haryana region. 0–3 years in customer support or a voice/chat process is preferred, freshers welcomed with a service mindset.

You will handle queries across calls, email, WhatsApp and social media, while ensuring orders, refunds, and delivery issues are resolved in collaboration with logistics teams. Join a fast-paced e-commerce support team and help improve CSAT, NPS and overall customer experience by maintaining accurate CRM

Qualifications

• 0-3 years in customer support or a voice/chat process (D2C or e-commerce is a bonus).
• Freshers with a genuine service mindset are welcome.

Responsibilities

• Resolve & Support: Handle queries across calls, email, WhatsApp and social media with empathy.
• Manage orders: resolve order, delivery, return and refund issues with logistics and warehouse teams.
• Support marketplaces: address queries and negative feedback on Amazon, Flipkart and q-commerce within SLA.
• Handle escalations: flag high-risk complaints early and follow through with the right team until closure.
• Know the product: master the range and explain concerns such as ghee granulation or honey crystallisation.
• Keep CRM clean: log every interaction accurately and keep case records up to date.
• Be the voice of the customer: track recurring complaints and share structured feedback with product and quality teams.
• Hit your metrics: meet targets on first-response time, resolution time, CSAT/NPS and ticket backlog.

Skills

Customer support

Communication

Empathy

Job description

KEY RESPONSIBILITIES

Resolve & Support

Resolve queries. Handle customer queries across calls, email, WhatsApp and social media with empathy.

Manage orders. Resolve order, delivery, return and refund issues with the logistics and warehouse teams.

Support marketplaces. Address queries and negative feedback on Amazon, Flipkart and q-commerce within SLA.

Handle escalations. Flag high-risk complaints early and follow through with the right team until closure. Own Quality & Insight

Know the product. Master the range and explain concerns such as ghee granulation or honey crystallisation.

Keep CRM clean. Log every interaction accurately in the ticketing/CRM system and keep case records up to date.

Be the voice of the customer. Track recurring complaints and share structured feedback with the product and quality teams.

Hit your metrics. Meet targets on first-response time, resolution time, CSAT/NPS and ticket backlog.

WHAT WE'RE LOOKING FOR

Experience. 0-3 years in customer support or a voice/chat process (D2C or e-commerce is a bonus).

Freshers with a genuine service mindset are welcome.