Senior Executive Call Center

Job Description

Senior Executive.Call Center.Aster Online – Br of Aster Pharmacies Group LLC

Key Responsibilities: Customer Query Resolution

• Handle escalated customer queries related to online orders
• Investigate issues and provide timely resolution
• Take ownership of queries until closure

Order Lifecycle Management

• Track and manage order status across systems
• Ensure smooth handling of orders from placement to delivery
• Maintain visibility of order updates and delays

Refunds and Returns

• Process refund requests and validations
• Handle returns and reverse logistics
• Ensure adherence to timelines and policies

Stakeholder Coordination

• Work with internal teams such as Category, Finance, and Operations
• Coordinate with external partners including delivery providers and vendors
• Ensure faster resolution through effective collaboration

Operational Excellence

• Monitor resolution timelines and closure rates
• Maintain high accuracy and attention to detail
• Identify recurring issues and suggest improvements

Customer Experience

• Ensure clear and professional communication
• Minimize escalations and complaints
• Support high-volume operations efficiently

Eligibility Criteria:

• 1 to 2 years of experience in e-commerce or customer operations
• Strong performance track record
• Familiarity with order management systems is preferred

Preferred Skills:

• Strong communication skills
• Attention to detail
• Problem-solving ability
• Ability to manage high query volumes
• Good coordination and stakeholder management skills