E-Commerce Customer Support Executive

Job Description

Title: E-Commerce Customer Support Executive

Company Name: Trekmad.com

Vacancy: 2

Age: 20 to 24 years

Job Location: Dhaka (Uttara Sector 4)

Salary: Tk. 12000 - 15000 (Monthly)

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): E-commerce, E-commerce Startup, F-commerce

• Bachelor/Honors

• 1 to 3 years
• The applicants should have experience in the following business area(s): E-commerce, E-commerce Startup, F-commerce

• Age 20 to 24 years
• Only Female

• Experienced in customer support will be preferred.
• Strong verbal communication skills.
• Strong written communication in Bangla & English.
• Convincing ability and customer handling skill.
• Fast typing and basic CRM knowledge.
• Familiarity with Shopify, Facebook Shop, Instagram Shop, and online order management.
• Ability to multitask and stay calm under pressure.
• Friendly, patient, and problem-solving mindset.

The E-Commerce Customer Support Executive will be responsible for providing timely and professional support to customers of TREKMAD, ensuring smooth order processing, issue resolution, and a positive shopping experience.

Key Responsibilities:

Customer Communication & Support

• Handle customer queries through Facebook Page, Website Chat, and WhatsApp.

• Respond to order-related inquiries (order status, delivery updates, returns, exchanges, and refunds).

• Maintain a polite, helpful, and brand-consistent tone in all customer communications.

• Monitor customer feedback and solve complex issues to the Operations or Management team.

Order Processing & Shopify Tasks

• Manage orders through Shopify Admin Interface – check fulfillment status, process refunds, and update order notes.

• Follow up on pending or delayed deliveries and communicate updates to customers.

• Assist in resolving failed, duplicate, or canceled orders.

Reporting & Coordination

• Maintain daily call/chat log reports and share summaries with the Coordinators.

• Record customer complaints or return reasons for analytics and improvement tracking.

• Coordinate with the Warehouse, Delivery, and Product teams to ensure prompt resolutions.

• Review daily order trends and share insights about customer behavior and recurring issues.

• Over time allowance,Performance bonus
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2

• Incentive Based on Sales/KPIs

• Career Growth Opportunities

• Internal recruitment Opportunities

• Opportunity to Work with Fast-growing E-commerce Brands