Customer Service Executive

Hetfy Software Solutions LLP

About the Role

Hetfy Software Solutions LLP is an India-based eCommerce and digital outsourcing solutions provider. We enable brands to scale, compete, and succeed in the global marketplace by providing eCommerce support across platforms such as TikTok Shop, Amazon, eBay, Temu, Tesco, and Shein.

Key Responsibilities

• Handle complex customer issues (refund disputes, delayed shipments, escalations).
• Manage multiple communication channels, including chat and email.
• Take ownership of customer satisfaction and resolution timelines.
• Analyze customer feedback and identify improvement areas.
• Coordinate with logistics, tech, and operations teams.
• Ensure SLA (Service Level Agreement) and quality standards are met.

Requirements & Tech Stack

• Strong communication and conflict resolution skills.
• Experience with CRM tools (e.g., Zendesk, Freshdesk).
• Ability to handle high-volume queries and pressure.
• Problem-solving mindset with decision-making ability.
• Knowledge of the order lifecycle (payment, shipping, delivery, returns).
• Experience with international customers.
• CRM software handling.
• Order management systems.
• Basic reporting using Excel/Google Sheets.

Qualifications

• 1–5+ years in customer service (preferably in eCommerce/retail).
• Freshers are also encouraged to apply.
• Bachelor’s degree preferred.
• Excellence in English language.

Location

• Ahmedabad

Package

• 2.6-3.6 LPA

Timings

• Rotational shifts aligned with UK timings, including day and night shifts.
• One weekly day off.
• Limited number of holidays.