Customer Support Executive

About the role

We are looking for a Customer Support Executive to be the frontline voice of our brand. You will manage multi‑channel customer inquiries and coordinate closely with our fulfilment centre to ensure a seamless experience from order placement through delivery.

Key responsibilities

• Handle customer queries via email, live chat, social media and review platforms such as Trustpilot.
• Respond to feedback, investigate complaints and turn negative experiences into positive outcomes.
• Assist with product enquiries, sizing, care instructions and stock availability.
• Process order exceptions, exchanges, refunds, cancellations and customer detail updates.
• Liaise daily with the warehouse and fulfilment team to track delayed shipments, investigate lost parcels and resolve delivery issues.
• Monitor returns, reconcile items with customer records and ensure prompt refunds.
• Work with third‑party couriers to raise claims for damaged or missing deliveries.

Required profile

• 1–2 years of e‑commerce customer support experience, preferably in retail, fashion or footwear.
• Proven ability to manage multiple conversations while coordinating with logistics teams.
• Excellent written English with a professional, empathetic tone.
• Strong attention to detail, time‑management and organisational skills.

Required skills

• Experience with helpdesk platforms such as Zendesk, Gorgias or Freshdesk.
• Familiarity with Shopify or similar e‑commerce platforms.
• Basic knowledge of warehouse and third‑party logistics processes.