The Customer Support Executive / Sr. Executive will be responsible for managing customer queries and providing timely, professional, and effective support through email, chat, and phone. The role involves handling customer concerns related to orders, products, shipping, deliveries, returns, refunds, exchanges, payments, damaged or lost shipments, and other order-related issues. The candidate will monitor and process customer orders, track shipments, coordinate with warehouse, logistics, finance, and operations teams, and ensure customers receive accurate updates and timely resolutions. The role requires ownership of customer complaints from initial contact through final closure, with a focus on minimizing escalations and maintaining high customer satisfaction. The candidate will also be responsible for maintaining accurate customer records, updating CRM systems, managing support tickets, documenting interactions and resolutions, and ensuring all queries are addressed within the defined SLA/TAT. In addition, the role involves following up on pending cases, identifying recurring customer issues, sharing feedback with internal teams, and suggesting improvements to customer service and operational processes. The candidate should have strong communication and email-handling skills, good knowledge of MS Excel, excellent problem-solving abilities, attention to detail, and the ability to coordinate effectively with multiple teams while working independently in a night-shift environment.