E-commerce Customer Support Specialist - Work from Office (Bangalore)

We are seeking a motivated and customer-focused individual to join our team as an E-commerce Customer Support Representative. In this role, you will be responsible for providing exceptional customer service to our online customers, addressing inquiries, resolving issues, and ensuring a positive shopping experience

Responsibilities:

1. Respond to Customer Inquiries: Handle incoming customer inquiries via email, live chat, or phone regarding product information, order status, shipping inquiries, returns, and other concerns promptly and professionally.
2. Resolve Customer Issues: Investigate and resolve customer complaints and issues regarding orders, payments, refunds, or any other matters efficiently and effectively to ensure customer satisfaction.
3. Provide Product Support: Assist customers with product selection, sizing, features, and specifications, offering recommendations and guidance to help them make informed purchasing decisions.
4. Process Orders: Assist customers with placing orders, modifying orders, or canceling orders as necessary. Ensure accuracy and efficiency in order processing and payment transactions.
5. Coordinate with Fulfillment Team: Collaborate with the fulfillment team to ensure accurate and timely processing of orders, shipment tracking, and delivery updates for customers.
6. Handle Returns and Exchanges: Manage return and exchange requests, initiate return authorizations, provide return shipping labels, and process refunds or replacements in accordance with company policies.
7. Maintain Knowledge Base: Stay informed about product updates, promotions, and company policies to provide accurate information and support to customers.
8. Document and Report Issues: Document customer interactions, feedback, and complaints in the customer support system. Report recurring issues or trends to management for further analysis and resolution.
9. Assist with Customer Feedback: Gather and relay customer feedback to the appropriate departments to help improve products, services, and the overall customer experience.