E-commerce Customer Support Executive (Evening Shift)

* Drive exceptional customer experiences by delivering timely and professional support across multiple channels, including Facebook, website chat, WhatsApp, and phone calls. * Lead issue resolution efforts by responding to order-related inquiries, such as order status, delivery updates, returns, exchanges, and refunds, to ensure seamless order processing. * Architect solutions to complex customer issues, escalating them to the Operations or Management team as needed to ensure prompt and effective resolutions. * Manage and optimize order fulfillment through the Shopify Admin Interface, including checking fulfillment status, processing refunds, and updating order notes to ensure accuracy and efficiency. * Proactively follow up on pending or delayed deliveries, communicating updates to customers and ensuring timely issue resolution. * Troubleshoot and resolve failed, duplicate, or canceled orders, collaborating with internal teams to minimize disruptions and ensure customer satisfaction. * Develop and maintain daily call and chat log reports, providing actionable insights and summaries to Coordinators to inform process improvements. * Collaborate with cross-functional teams, including Warehouse, Delivery, and Product teams, to ensure prompt and effective issue resolution and drive business outcomes. * Analyze daily order trends, identifying patterns and insights on customer behavior and recurring issues to inform strategic decisions and drive process improvements.