GI_REQ_322_Customer Service Executive - D2C Operations

Geonix International; New Delhi; On-site; INR 240,000 - 480,000; Full time

Job summary

Geonix is seeking a detail-oriented Customer Service Executive - D2C Operations to manage online orders, ensure a smooth post-purchase experience, and coordinate with internal teams, distributors, and logistics partners. You will handle order processing and shipment tracking, resolve refunds, and maintain records of interactions.

The role requires 1–3 years of experience, excellent English, and proficiency in MS Excel and order management tools.

Qualifications

• Graduate in any discipline with fluent English and strong verbal/written communication.
• Experience in customer service, D2C or e-commerce order management preferred.
• Proficiency with MS Excel and standard communication tools.

Responsibilities

• Process online orders and coordinate with fulfillment.
• Track shipments and resolve delivery issues with distributors/logistics partners.
• Handle customer queries across calls and WhatsApp.
• Manage returns, refunds, and replacements per policy.
• Coordinate with internal teams to resolve customer complaints and improve post-purchase experience.
• Proactively update customers on order status and delivery timelines.
• Maintain accurate records of interactions and resolutions.

Skills

Fluent English

D2C operations

Order management

Customer support

MS Excel

WhatsApp

Coordination

Multi-tasking

Problem solving

Attention to detail

Education

Graduate degree

Tools

MS Excel

WhatsApp

Email

Job description

Customer Service Executive - D2C Operations

Department: Customer Service / E-Commerce

Location: Okhla Phase 2, New Delhi

Experience: 1-3 Years

Employment Type: Full-Time | In-Office

Reporting To: E-Commerce Manager

Job Highlights

• Strong verbal communication skills with fluency in English.
• Experience in D2C operations, order management, and customer support.
• Ability to handle customer queries across calls, WhatsApp, and other communication channels.
• Strong coordination, problem-solving, and follow-up skills.

Job Summary

We are looking for a customer-focused and proactive Customer Service Executive - D2C Operations to manage online orders received through the Geonix website and ensure a smooth post-purchase experience. The candidate will be responsible for order processing, shipment tracking, customer query resolution, returns, refunds, and coordination with internal teams, distributors, and logistics partners.

Key Responsibilities

1. D2C Order Management: Extract, verify, and process orders received through the Geonix website and ensure timely handover to the fulfillment team.
2. Order Tracking: Coordinate with distributors and logistics partners to track shipments, monitor delivery timelines, and resolve delivery-related issues.
3. Customer Support: Handle customer queries related to orders, payments, shipping, and delivery through calls, WhatsApp, and other communication channels.
4. Returns and Refunds: Manage customer requests for order cancellations, returns, refunds, and replacements in accordance with company policies.
5. Issue Resolution: Coordinate with internal teams to resolve customer complaints efficiently and ensure a positive post-purchase experience.
6. Order Updates: Proactively communicate order status, shipping updates, delays, and expected delivery timelines to customers.
7. Customer Experience: Maintain professional communication, ensure timely follow-ups, and contribute to customer satisfaction and retention.
8. Record Maintenance: Maintain accurate records of customer interactions, order-related issues, returns, refunds, and resolutions.

Required Skills Qualifications

• Graduate in any discipline.
• Fluent in spoken English with good verbal and written communication skills.
• Prior experience in customer service, D2C operations, or e-commerce order management will be preferred.
• Basic knowledge of online order processing, shipment tracking, returns, and refunds.
• Proficiency in MS Excel, email, WhatsApp, and other customer communication tools.
• Strong coordination, multitasking, and problem-solving abilities.
• Customer-oriented approach with a professional attitude and attention to detail.