Customer Support Executive (E-commerce)

Job Summary

We are looking for a proactive, energetic, and customer-focused individual to join Trekmad.com as Customer Support Executive. The ideal candidate will be responsible for handling customer inquiries, generating sales through inbound and outbound calls, assisting customers in selecting the right travel and lifestyle products, and providing excellent pre- and post-sales support. You will play a key role in converting leads into confirmed orders while ensuring a smooth and satisfying customer experience across phone, WhatsApp, email, and other digital channels.

Key Responsibilities

• Handle inbound and outbound calls for product inquiries, sales, and customer support.
• Understand customer needs and recommend suitable travel, outdoor and lifestyle products.
• Convert leads, inquiries, and follow-ups into confirmed orders.
• Explain product features, specifications, pricing, offers, availability, and usage clearly to customers.
• Upsell and cross-sell relevant products to increase order value.
• Follow up with interested customers, incomplete orders, and potential leads.
• Assist customers throughout the complete sales journey—from product selection and order placement to delivery and after-sales support.
• Handle customer inquiries through WhatsApp, phone, email, and other digital communication channels.
• Resolve customer concerns related to delivery, product quality, order issues, returns, exchanges, and replacements.
• Coordinate with the Sales, Marketing, Warehouse, and Delivery/Courier teams to resolve customer and order-related issues.
• Maintain accurate customer, lead, order, and follow-up records in the CRM/system.
• Regularly update order status and ensure timely customer follow-up.
• Collect and report customer feedback, frequently asked questions, product demands, and trending issues to the relevant team.
• Support sales campaigns, promotional activities, and special offers.
• Maintain a friendly, professional, and helpful communication style with every customer.
• Achieve assigned daily, weekly, and monthly sales and customer satisfaction targets.
• Follow up with delivered customers when necessary to ensure a positive post-purchase experience.
• Contribute ideas to improve sales conversion, customer experience, and overall customer retention.