E-commerce Customer Support Executive

About the role

Mukshree Design Studio is hiring an experienced E-commerce Customer Support Executive for MIFOA. The person will independently manage customer conversations across calls, WhatsApp and email, work on Shopify and a WhatsApp-connected CRM/helpdesk, and take NDR cases from first contact through final closure.

This is not a fresher or general telecalling role. Applicants must have hands-on D2C or e-commerce customer-support experience.

Mandatory experience

- Minimum 1 year of hands-on D2C or e-commerce customer-support experience.

- Practical experience using Shopify to check orders, customer details, payment and fulfilment status, tracking, order history and internal notes.

- Experience using Spur or another WhatsApp-connected CRM/helpdesk to manage conversations, tickets, tags, statuses, notes, follow-ups and escalations.

- Experience handling customer queries through inbound and outbound calls, WhatsApp and email.

- Practical experience handling NDR cases, delivery reattempts, courier escalation and RTO follow-up.

- Well-spoken Hindi and basic written English.

- Basic computer, Excel or Google Sheets skills.

Key responsibilities

- Respond to customer queries through phone calls, WhatsApp, email and the support CRM.

- Help customers with order status, delivery delays, address corrections, cancellations, returns, exchanges and complaints according to company policy.

- Review the complete Shopify order history before responding and provide accurate information.

- Add clear internal notes and update permitted order or customer information.

- Keep CRM conversations organised using the correct status, tag, disposition, follow-up date and escalation notes.

- Ensure no open customer conversation or promised follow-up is missed.

- Escalate complex cases with complete context so the customer does not need to repeat the issue.

- Maintain a daily summary of open, resolved and escalated cases.

NDR management

The candidate must understand the complete NDR workflow, not just make basic follow-up calls.

- Review new and pending NDR cases every day.

- Identify the actual reason: customer unavailable, unreachable, incomplete address, incorrect number, refused delivery, COD issue or delivery-agent problem.

- Contact the customer through calls or WhatsApp and confirm whether they still want the order.

- Confirm the correct address, landmark, alternate number, preferred time and customer availability.

- For COD orders, confirm willingness to accept and pay.

- Record the correct disposition: reattempt, reschedule, address correction, cancellation, refusal or escalation.

- Raise the required reattempt or correction with the courier/logistics partner.

- Follow the case until delivered, cancelled or moved to RTO.

- Escalate repeated failed attempts, incorrect delivery remarks, fake attempts or courier delays.

- Maintain accurate notes for every call, message and action.

Who should apply

- Candidates who have already worked in an e-commerce or D2C customer-support team.

- Candidates who can independently use Shopify and a WhatsApp-connected CRM/helpdesk.

- Candidates who understand NDR, reattempt, courier escalation and RTO workflows.

- Candidates who are organised, patient and comfortable owning several open cases at once.

Who should not apply

- Freshers without relevant e-commerce experience.

- Candidates with only sales, lead-generation or general telecalling experience.

- Candidates who have never used Shopify or a customer-support CRM/helpdesk.

- Candidates looking for work from home or a five-day work week.

Role clarification

This role includes customer-support and NDR follow-up calls. It does not include routine order-confirmation calls, warehouse work, packing or dispatch operations.

Work details

- Work from office: Ireo The Corridors, Sector 67A, Gurugram

- Monday to Saturday

- 10:00 AM to 7:00 PM

- Immediate joining preferred

Applications without relevant Shopify, CRM/helpdesk and NDR experience will not be shortlisted.