Customer Service Executive
Paul And Mike Chocolates · Kochi
- Experience0–1 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelfresher
- Posted10 Sept 2026
About Paul And Mike Chocolates
Paul And Mike Chocolates is hiring in Kochi in consumer goods. This role looks for around 0+ years of experience.
Skills
- customer service
- Microsoft Excel
- Google Sheets
- English
- Hindi
- customer complaint resolution
- e-commerce
- customer satisfaction
- online marketplaces
- CRM
- customer retention
- D2C operations
The role
A customer support executive at a consumer goods company manages customer service, e-commerce operations and customer retention using customer insights and Microsoft Excel. The role resolves order, payment, delivery and refund issues across digital support tools while maintaining customer records and reporting.
Full job description
Role Overview
The candidate will manage customer queries and complaints while also supporting e-commerce operations, customer retention and reporting. Apart from customer service we will develop candidate’s capabilities in CRM, customer insights and D2C operations.
Key Responsibilities
Respond to customer queries through phone, WhatsApp, email, website and social mediaResolve issues related to products, orders, payments, deliveries, returns and refundsCoordinate with warehouse, logistics and internal teams to resolve customer concernsFollow up on open cases until closureMaintain records of queries, complaints and resolutionsMonitor product reviews and ratings across online channelsIdentify recurring customer complaints and prepare weekly reportsSupport customer feedback, review-generation and retention activitiesAssist with basic e-commerce tasks such as order monitoring, inventory checks and listing verificationSupport the team during promotions, product launches and periods of high order volumesHelp create FAQs, response templates and customer-service processes
Candidate Requirements
Skills
Strong spoken and written communication in English and HindiAbility to listen, understand customer problems and respond clearlyGood problem-solving and complaint-resolution abilityBasic proficiency in Microsoft Excel or Google SheetsAbility to use email, WhatsApp and digital support toolsGood coordination and follow-up skillsAbility to maintain accurate customer and order recordsBasic reporting and data-organisation skills
Knowledge
Basic understanding of online shopping and the customer journeyFamiliarity with orders, payments, shipping, returns and refundsBasic understanding of customer service and customer satisfactionAwareness of e-commerce websites and online marketplacesInterest in learning about CRM, customer retention and D2C operations
Experience
Graduate in any disciplineFresher or up to 1 year of experienceExperience in customer service, retail, hospitality, e-commerce or a consumer brand is preferred but not mandatoryFreshers with strong communication and problem-solving ability are encouraged to apply
Temperament
Patient and empathetic with customersCalm while handling complaints and escalationsEager to learn responsibilities beyond customer supportOpen to feedback and capable of learning quickly