Customer Support & Fulfillment Executive

About the role

The company is looking for a proactive, customer-focused Customer Support & Fulfillment Executive to handle customer inquiries and keep order fulfillment running smoothly. The role covers answering questions across many channels, coordinating with internal departments, processing orders and making sure they are delivered on time.

Key responsibilities

• Answer customer queries by phone, WhatsApp, email, social media and live chat, and resolve complaints, order issues and return/exchange requests.
• Provide accurate information on products, pricing, order status and company policies, and record customer interactions in the system.
• Process and verify orders, coordinate with warehouse, logistics and retail teams, and monitor order status so customers receive delivery updates.
• Handle order cancellations, replacements and refunds according to company policy, and prepare daily fulfillment and customer service reports.
• Work with e-commerce, warehouse and courier teams, monitor KPIs such as response time, order accuracy and fulfillment rate, and suggest process improvements.
• Maintain documentation of customer transactions and order processing.

Required profile

• Bachelor's degree in Business Administration, Marketing or a related field.
• 1-3 years of experience in customer support, e-commerce operations or order fulfillment.
• Strong verbal and written communication skills, ability to multitask under pressure, and strong problem-solving and coordination skills.
• Customer-centric mindset with excellent attention to detail.

Required skills

• Proficiency in Microsoft Excel and Google Sheets.
• Familiarity with CRM systems and e-commerce platforms is preferred.