E-Commerce Customer Operations Executive

Job Summary

The Customer Operations Executive will be responsible for managing end-to-end customer interactions and operational support across the e-commerce journey. This role ensures a seamless customer experience from order placement through delivery and after-sales support, while coordinating closely with internal teams such as logistics, warehouse, and sales.

Key Responsibilities

* Handle customer inquiries via phone, email, chat, and social media in a timely and professional manner.

* Manage order lifecycle operations including order confirmation, modifications, cancellations, and returns.

* Coordinate with logistics and warehouse teams to track deliveries, resolve delays, and ensure accurate fulfillment.

* Address customer complaints related to delivery, product quality, damages, or assembly, and ensure proper resolution.

* Maintain accurate customer records, order details, and case updates in CRM or internal systems.

* Follow up with customers post-delivery to ensure satisfaction and capture feedback.

* Support after-sales processes including refunds, exchanges, and warranty claims.

* Identify recurring operational issues and escalate them with clear documentation and recommendations.

* Assist in improving customer service SOPs and operational workflows.

Required Skills & Qualifications

1–2 years of experience in customer operations, customer support, or e-commerce operations.

Strong communication skills in English.

Experience handling customer complaints and service recovery.

Familiarity with e-commerce platforms, order management systems, and CRM tools.

Good coordination and problem-solving skills.

Ability to manage multiple cases simultaneously in a fast-paced environment.

High attention to detail and strong follow-up skills.

Preferred Qualifications

Experience in furniture, home décor, or retail e-commerce.

Knowledge of last-mile delivery operations and reverse logistics.

Customer-centric mindset with a strong sense of ownership.