Customer Support Executive – eCommerce (CRM)
Listing checked October 16, 2026 · pay as published by Talentxo
Overview
As a Customer Support Executive for an eCommerce footwear brand, you will be the first point of contact for customers with questions about orders, deliveries, returns, exchanges, refunds, warranties, and product sizing. You will handle inbound and outbound calls, emails, and chat, and you will also make outbound size confirmation calls before dispatch to reduce size-related returns. Day to day, you will create, update, and close tickets in CRM tools, follow up with Logistics, Warehouse, Retail, and Accounts teams, and keep detailed records of every interaction. Performance is measured against CSAT, first response time (FRT), resolution time, quality, and productivity targets. You will work assigned shifts and must keep attendance and availability consistent to handle queries within defined timelines.
What You'll Do12
- 1Answer inbound and outbound customer calls, emails, and chat queries about orders, deliveries, returns, exchanges, refunds, warranties, and product sizing.
- 2Resolve complaints and share accurate information that follows company policies and SOPs.
- 3Make size confirmation calls before dispatch and record sizing details to help cut down size-related returns and exchanges.
- 4Create, update, and close customer support tickets within set timelines and SLA requirements.
- 5Follow up with internal teams such as Logistics, Warehouse, Retail, and Accounts to close pending customer issues.
- 6Coordinate return, exchange, refund, and warranty requests according to established procedures.
- 7Escalate complex or unresolved cases to the CRM Team Lead within required timelines.
- 8Keep accurate records of customer interactions, complaints, and resolutions in CRM tools.
- 9Meet individual targets for CSAT, first response time (FRT), resolution time, quality, and productivity.
- 10Follow up on pending cases and give customers timely updates until resolution.
- 11Work assigned shift schedules, maintain attendance and availability, and handle queries and pending tickets within defined timelines.
- 12Adhere to CRM SOPs, ticket management guidelines, and customer communication standards.
Requirements8
- 11-3 years of experience in customer support, preferably in eCommerce or a related field.
- 2Strong verbal and written communication skills.
- 3Experience handling customer queries and resolving complaints.
- 4Familiarity with CRM tools, email, and Excel.
- 5Problem-solving skills and the ability to follow up on pending cases.
- 6Ability to multitask and manage time across calls, emails, chat, and tickets.
- 7Willingness to work assigned shifts and maintain consistent attendance and availability.
- 8Understanding of SLA requirements and performance metrics such as CSAT and FRT.
Who Should Apply
Candidates with 1-3 years in customer support, ideally in eCommerce, who are comfortable with CRM tools, email, and Excel. The role suits someone who can handle calls, emails, and chat, resolve complaints, and follow up with internal teams. Strong communication and multitasking skills are key.
Salary Insight
Open to Discussion
Pay and demand for Enterprise Systems (ERP/CRM) roles
AggregatedTypical pay
$80/hour
This role
Pay not disclosed
Most Enterprise Systems (ERP/CRM) roles pay $50–$100 per hour.
Based on 155 similar roles that publish pay · 18 publish only a top rate; those count at the rate they gave
Rates shown per hour. Yearly and monthly pay converted; one-time fees and non-USD pay are not included.
- Live similar roles
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Most requested skills · share of roles
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Compensation
Undisclosed by Talentxo
Confirmed during Talentxo profile screening.
Required Skills
Application Tip
Highlight your experience with CRM tools and Excel in your resume, and be ready to discuss how you have handled customer queries and met metrics like CSAT and FRT.
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