Customer Service Executive

We are looking for a proactive, detail-oriented Customer Service Executive with strong investigative and problem-solving skills to join our team. The ideal candidate must be capable of independently investigating customer complaints, identifying root causes and coordinating with internal departments to ensure timely and effective resolution. Handle customer inquiries, complaints and escalations professionally through calls, emails and other communication channels. Investigate customer complaints thoroughly, including delivery discrepancies, missing items, product quality concerns and service failures. Review order histories, system records, delivery details and other relevant information to establish facts before responding to customers. Coordinate with Warehouse, Logistics, Quality Control and other departments to investigate complaints and identify root causes. Identify recurring issues, process gaps and service failures, and recommend corrective actions. Maintain accurate complaint records, investigation findings and resolution reports. Ensure timely complaint resolution while maintaining high standards of customer satisfaction. Follow up on escalated cases and ensure appropriate corrective and preventive measures are implemented.

Desired Candidate Profile

Minimum 4 years of experience in customer service, preferably in e-commerce, FMCG or retail. Strong investigative and analytical skills are essential. Candidates must demonstrate the ability to examine facts, identify discrepancies, question inconsistencies and independently establish the root cause of complaints. Excellent problem-solving skills with the ability to make sound decisions based on evidence. Strong communication skills in English, both written and verbal. Ability to coordinate effectively with multiple departments and follow through until issues are resolved. High attention to detail, accuracy and accountability. Proficiency in MS Excel and customer service or CRM systems. Ability to work under pressure and manage multiple complaints within defined timelines. Employment Type Full-time