E-Commerce Customer Support Executive

About the Role

E-Commerce Customer Support Executive (Blended Process) at Capes India.

Key Responsibilities

• Handle all incoming customer queries through chat, WhatsApp, and email while maintaining a professional and empathetic tone.
• Assist customers with order placement, tracking, exchanges, and warranty-related issues.
• Maintain thorough knowledge of product details, including materials, sizing, and warranty terms, to guide customers effectively.
• Resolve customer issues quickly and accurately, ensuring a high level of satisfaction.
• Collaborate with the AI chatbot system to monitor and improve automated responses and overall chat flow.
• Coordinate with logistics and operations teams to ensure smooth returns, exchanges, and deliveries.
• Record all customer interactions accurately within the CRM system for reporting and follow-up.
• Collect and share recurring customer insights to help improve support quality.

Requirements & Tech Stack

• Excellent written communication skills in English; proficiency in Hindi is an advantage.
• Strong typing skills and attention to detail.
• Empathetic and patient approach to handling customer queries.
• Basic computer and CRM knowledge (Shopify, Freshdesk, or similar tools preferred).
• Familiarity with AI chat systems; experience with Sage Pilot is a plus.

Qualifications

• Prior experience in e-commerce or D2C customer support preferred; freshers with strong communication skills are also welcome.
• Must be able to work on-site in Goregaon East, Mumbai Suburban.