Customer Support Executive

Company: House of Ashwin Crystals

Location: Kollam, Kerala, India

Employment Type: Full-time

Work Mode: On-site (Warehouse-based)

About the Company

House of Ashwin Crystals is a growing crystal jewellery and lifestyle brand specialising in semi-precious crystal jewellery, bracelets, malas and related products.

Job Overview

The selected candidate will be responsible for managing customer communications across multiple digital platforms, handling customer enquiries, maintaining online order records, and assisting with daily e-commerce and warehouse administrative operations. This role requires excellent communication skills, attention to detail, the ability to multitask, and a strong commitment to providing a positive customer experience.

Key Responsibilities

1. Customer Support & Communication

• Manage customer enquiries through WhatsApp, Instagram, Facebook Messenger, and email.
• Respond to comments and messages across the company's social media platforms.
• Attend incoming customer phone calls and provide appropriate assistance.
• Address enquiries regarding products, pricing, orders, payments, and deliveries.
• Handle customer complaints and post-purchase enquiries professionally.
• Ensure timely and accurate responses to all customer communications.

2. E-commerce & Order Management

• Manage and update customer orders through the company's Shopify platform.
• Update order statuses and shipment tracking information on the website.
• Monitor order progress and assist with order-related enquiries.
• Maintain accurate customer and order information.

3. Warehouse & Dispatch Administration

• Generate and print daily packing slips and order documents.
• Organise and provide necessary order documentation to the warehouse and packing team.
• Assist with daily dispatch-related administrative activities.
• Coordinate with the warehouse team to ensure smooth order processing.
• Ensure shipment and tracking information is updated accurately.

4. General Administrative Responsibilities

• Maintain records of customer enquiries and pending issues.
• Follow up on unresolved customer requests.
• Coordinate with relevant internal teams to ensure efficient operations.
• Manage assigned administrative tasks within the required timelines.

Requirements & Tech Stack

• Fluency in English and Malayalam, both written and spoken, is essential.
• Excellent verbal and written communication skills.
• Good interpersonal and customer-handling abilities.
• Basic computer proficiency and familiarity with email, spreadsheets, and online platforms.
• Ability to manage multiple tasks and communication channels simultaneously.
• Strong organisational skills and attention to detail.
• Ability to work independently and as part of a team.
• Professional attitude, punctuality, and willingness to learn.
• Previous Shopify or e-commerce platform experience is not mandatory. Training will be provided.

Qualifications

• Prior experience in customer service, customer relationship management, or administrative operations will be an advantage.
• Freshers with strong communication skills and the required computer proficiency are welcome to apply.

Work Location & Employment Conditions

• This is a full-time, on-site position based at our warehouse in Kollam, Kerala.
• This is strictly not a remote or work-from-home position.
• Candidates must be able to commute to and work from the designated warehouse location.
• Applicants seeking remote or work-from-home opportunities will not be considered.