Executive/Senior Executive-Call Centre (L1 Support) Online/Ecommerce

Role Purpose: The role is responsible for providing Level 2 (L2) support for customer queries related to myAster online orders. The focus is on resolving escalations, managing order lifecycle issues, and ensuring a seamless customer experience. The role acts as a bridge between customers, internal teams, and external partners. Key Responsibilities: Customer Query Resolution • Handle escalated customer queries related to online orders • Investigate issues and provide timely resolution • Take ownership of queries until closure Order Lifecycle Management • Track and manage order status across systems • Ensure smooth handling of orders from placement to delivery • Maintain visibility of order updates and delays Refunds and Returns • Process refund requests and validations • Handle returns and reverse logistics • Ensure adherence to timelines and policies Stakeholder Coordination • Work with internal teams such as Category, Finance, and Operations • Coordinate with external partners including delivery providers and vendors • Ensure faster resolution through effective collaboration Operational Excellence • Monitor resolution timelines and closure rates • Maintain high accuracy and attention to detail • Identify recurring issues and suggest improvements Customer Experience • Ensure clear and professional communication • Minimize escalations and complaints • Support high-volume operations efficiently • 1 to 2 years of experience in e-commerce or customer operations • Strong performance track record Familiarity with order management systems is preferred