Job Title: Customer Support Executive – Retention & Cancellations (E-commerce)

Location: Gurgaon (Work from Office)

Experience Required: Minimum 6 months – 1 year (Preferred)

Industry: E-commerce (sales & retention)

About the Role:

We are looking for dynamic and customer-focused professionals to join our support team for a leading refurbished electronics platform. As a Customer Support Executive, you will be responsible for handling cancellation requests and driving customer retention by offering persuasive support and maintaining high service standards across chats, calls, and emails.

Key Responsibilities:

* Handle inbound and outbound customer interactions related to order cancellations.

* Persuasively engage with customers to retain orders and avoid cancellations.

* Coordinate with the business operations team when cancellation requests are escalated.

* Ensure timely refund processing post confirmed cancellations.

* Deliver consistent service quality across calls, chats, and emails.

* Maintain key performance metrics including FRT (First Response Time), AHT (Average Handling Time), and Retention %.

Candidate Requirements:

* Minimum 6 months of experience in customer service (1 year preferred).

* Prior experience in E-commerce, retention, or sales processes is highly desirable.

* Strong communication skills with a logical and customer-first approach.

* Comfortable working across multiple channels – voice, chat, and email.

* Ability to handle objections and retain customers effectively.

* Open to both undergraduates and graduates. (preferred graduates)