We are seeking an English-speaking Operations Executive with strong fluency in English to support customer support operations across both calls and email for our e-commerce client. This role demands exceptional attention to detail, operational excellence, and the ability to manage customer queries, order-related concerns, and service quality standards. The ideal candidate will have experience in customer support, query handling, and issue resolution across voice and email channels, along with a collaborative mindset to thrive in a fast-paced digital environment. Responsibilities:

• Handle inbound and outbound customer calls professionally, addressing queries and resolving issues in a timely manner.
• Respond to customer emails promptly, ensuring clear, accurate, and professional written communication.
• Serve as the primary point of contact for customer and order-related inquiries across both channels.
• Monitor order status and proactively communicate updates or delays to customers.
• Resolve order discrepancies, complaints, and escalations efficiently while maintaining high service quality standards.
• Maintain accurate records of all customer interactions across calls and email correspondence.
• Identify recurring issues and recommend process improvements to enhance the customer experience.
• Ensure alignment with client expectations and maintain high-quality standards in customer interactions.
• Collaborate cross-functionally with internal and external teams for issue resolution and optimization.

Qualifications:

• Fluency in English (spoken and written) is mandatory.
• 3-4 years of experience in customer support/e-commerce operations, handling both calls and email.
• Strong knowledge of Microsoft Excel and productivity tools.
• Exceptional organizational skills with a detail-oriented approach.
• Proven ability to work independently and collaboratively in team environments.
• Quick learner with the ability to adapt to a fast-paced, results-driven setting.