Customer Service Executive

Job Description

Job Title: Customer Service Executive Location: Gurgaon Job Type: Full-time Salary: 25000 Experience: 1-3 years in customer service, preferably in e-commerce or the cosmetic industry. Job Summary: The Customer Service Executive will be responsible for handling customer queries, complaints, and order-related issues. They will also manage NDR (Non-Delivery Report) cases, coordinate with logistics partners, and ensure a seamless post-purchase experience for customers. The ideal candidate should have strong communication skills and a customer-centric approach. Key Responsibilities: Customer Support: Respond to customer inquiries via phone, email, and chat regarding product details, order status, and return/exchange policies. Resolve customer complaints in a professional and timely manner. Assist customers in placing new orders, modifying existing orders, and tracking shipments. NDR Management: Monitor and analyze NDR reports from courier partners. Contact customers for order re-attempts and confirm delivery preferences. Coordinate with logistics teams to ensure timely order fulfillment and reduce RTO (Return to Origin) cases. Identify reasons for delivery failures and suggest solutions to improve the success rate. Order Processing and Issue Resolution: Handle refund, return, and exchange requests as per company policies. Collaborate with the warehouse team to resolve fulfillment issues. Ensure customers receive timely updates on their orders. Customer Feedback and Reporting: Collect and analyze customer feedback to improve service quality. Maintain detailed records of customer interactions and complaints. Prepare reports on customer service performance, including NDR resolution rates and customer satisfaction scores. Skills & Qualifications: Bachelors degree in Business Administration, Communications, or a related field. 1-3 years of experience in customer service, preferably in the beauty/cosmetic industry. Proficiency in CRM tools and e-commerce order management systems. Excellent verbal and written communication skills. Problem-solving ability and attention to detail. Strong coordination skills with internal teams and courier partners. Knowledge of marketplace operations (Amazon, Myntra, Nykaa, etc.) is a plus. Why Join Us? Opportunity to work in a fast-growing beauty and cosmetics brand. Competitive salary with performance-based incentives. Career growth opportunities in customer service and e-commerce operations. Collaborative and supportive work environment.