Customer Support Executive

Job description

Job Description – Customer Support Executive Company Name: Fur Ball Story Position:Customer Support Executive Experience: Fresher Location: Unitech Business Zone, Unit No. 504, Sector 50, Gurgaon Key Responsibilities 1. Courier Coordination & Escalation Management * Coordinate with courier partners to promptly address and resolve operational escalations. * Track delivery issues and ensure timely follow-ups with logistics teams to prevent delays. 2. Customer Query Resolution * Handle customer queries through calls, emails, or chat in a professional and timely manner. * Provide clear updates on order status, delivery timelines, and issue resolutions to ensure a smooth post-sales experience. 3. NDR (Non-Delivery Report) Management * Conduct NDR calls to confirm customer availability and validate delivery details. * Identify reasons for non-delivery and collaborate with courier partners to ensure successful reattempts. 4. RTO (Return to Origin) Handling * Make RTO calls to understand the reason behind return initiation and attempt to recover orders when possible. * Document return reasons and work closely with internal teams to reduce future RTO occurrences.