Job Description

About Us:

Acots Corporation operates multiple eCommerce brands, specializing in direct-to-consumer (DTC) sales. We are committed to delivering top-quality products with excellent customer service. Our goal is to enhance customer experience, resolve issues efficiently, and build long-term customer relationships.

Job Overview:

We are looking for a

Customer Support Executive

to handle customer queries, resolve issues, and provide a seamless shopping experience. The ideal candidate should have excellent communication skills, a customer-first mindset, and the ability to manage multiple support channels (calls, emails, chat, and social media).

Key Responsibilities:

Customer Interaction & Issue Resolution:

Respond to customer inquiries via phone, email, live chat, and social media. Resolve complaints related to orders, payments, shipping, and returns in a timely manner. Assist customers with product information, order tracking, and troubleshooting issues.

Order & Refund Management:

Coordinate with the dispatch and logistics team for order status updates. Process return and refund requests according to company policies. Ensure accurate documentation of customer interactions and resolutions.

Customer Satisfaction & Relationship Building:

Provide a positive and personalized experience to customers. Proactively follow up on customer concerns to ensure satisfaction. Gather customer feedback and suggest improvements to enhance service quality.

Process Optimization & Reporting:

Maintain and update the customer support database. Track customer complaints and escalate unresolved issues to the relevant teams. Provide regular reports on customer support metrics and common queries.

Requirements:

Prior experience in customer support, preferably in an eCommerce or DTC business. Excellent verbal and written communication skills. Ability to multitask and handle a high volume of inquiries professionally. Familiarity with CRM tools, live chat software, and eCommerce platforms (e.g., Shopify, Amazon). Problem-solving skills and a customer-focused approach. Strong attention to detail and ability to work in a fast-paced environment.

What We Offer:

Competitive salary based on experience. Growth opportunities in a dynamic eCommerce business. A supportive and customer-centric work culture. Hands-on experience in managing customer relationships in the DTC space.
Job Type: Full-time

Pay: ?12,000.00 - ?15,000.00 per month

Benefits:

Health insurance
Schedule:

Day shift
Supplemental Pay:

Performance bonus
Work Location: In person