Customer Support & E-Commerce Associate @ iRely

Job Description

About Us:

We work for a US-based Company, Harris Freeman, which is home to a portfolio of heritage tea brands that were transforming into success stories.

Our India HQ is in Kolkata, and our team is passionate about growth, performance, and optimisation. We are seeking a Customer Support & E-Commerce Associate for our E-Commerce and Retail Distribution business.

Key Responsibilities:

• Respond to customer calls, tickets, and social media inquiries with professionalism and U.S. customer understanding.
• Create and manage orders in Shopify, Zendesk, and marketplaces (Amazon, Walmart).
• Handle cancellations, replacements, returns, and refunds per policy.
• Register and resolve complaints; escalate when needed.
• Mail coupons for brands (Red Rose, Salada, Newmans Own).
• Coordinate with warehouse and internal teams for smooth fulfilment of orders.
• Maintain accurate documentation of all interactions and transactions.

Qualifications:

• Experience in e-commerce operations.
• Strong communication skills with fluent U.S. accent.
• Experience with Shopify, Zendesk, and major marketplaces preferred.
• Detail-oriented, organised, and able to multitask in a fast-paced environment.
• Comfortable working with US & UK shifts

Job Location: Kolkata

Employment Type: Full-time

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Customer Care E-commerce Shopify Zendesk Amazon