Customer Support Representative

We are seeking a proactive and customer-oriented Customer Support & Fulfillment Executive to join our team. This role involves managing customer inquiries across various communication channels and ensuring smooth and timely order fulfillment. The ideal candidate will work closely with internal teams to process orders accurately, resolve customer issues efficiently, and maintain a high level of customer satisfaction throughout the entire order lifecycle.

Key Responsibilities

Customer Support
- Respond promptly and professionally to customer inquiries via phone, WhatsApp, email, social media, and live chat.
- Address and resolve complaints, order discrepancies, and return or exchange requests effectively.
- Provide accurate and up-to-date information about products, pricing, order status, and company policies.
- Maintain positive relationships with customers to enhance satisfaction and loyalty.
- Accurately record and update all customer interactions in the system.

Order Fulfillment
- Process and verify customer orders with precision.
- Coordinate with warehouse, logistics, and retail teams to ensure timely dispatch and delivery of orders.
- Monitor order progress and proactively communicate delivery updates to customers.
- Manage order cancellations, replacements, and refunds in accordance with company policies.
- Ensure inventory availability by collaborating with relevant departments to minimize delays.
- Prepare daily reports on order fulfillment and customer service activities.

Coordination & Operations
- Work closely with e-commerce, warehouse, and courier teams to maintain seamless operational flow.
- Track key performance indicators such as response time, order accuracy, fulfillment rate, and customer satisfaction.
- Identify and suggest process improvements to enhance operational efficiency.
- Maintain thorough documentation and records related to customer transactions and order processing.

Required Qualifications
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- 1 to 3 years of experience in Customer Support, E-commerce Operations, or Order Fulfillment.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Excel and Google Sheets.
- Ability to multitask and perform well under pressure in a fast-paced environment.
- Excellent problem-solving and coordination abilities.
- Customer-centric approach with keen attention to detail.

Preferred Qualifications
- Familiarity with CRM systems and e-commerce platforms is an advantage.

This position offers the opportunity to contribute to a dynamic team focused on delivering exceptional customer experiences and efficient order management. If you are detail-oriented, communicative, and thrive in a collaborative environment, this role is an excellent fit.