Customer Care Executive

Overview As a Customer Support Executive at ThruDark, you will play a key role in delivering exceptional service to our customers across all channels. You will manage orders, returns, and repairs while ensuring every interaction reflects ThruDark’s commitment to quality, integrity, and customer satisfaction. This position requires strong organisational skills, attention to detail, and the ability to adapt quickly in a fast‑paced environment. You’ll work closely with internal and external teams to ensure a seamless end‑to‑end customer experience. Responsibilities Primary Responsibilities Deliver exceptional customer support across all channels (email, phone, live chat), ensuring prompt, professional, and effective resolution of all inquiries related to orders, returns, repairs, shipping, and product information Maintain a consistent and authentic brand voice in all communications, reflecting ThruDark’s core values of Humility, Unity, and Integrity Manage customer interactions and order workflows using internal systems such as Shopify, Gorgias, and Google applications, ensuring accurate records and timely updates Coordinate returns, exchanges, and repairs, including creating and tracking courier documentation, and liaising with ThruDark’s 3PL warehouse and logistics teams to ensure smooth fulfilment Collaborate with internal and external teams to resolve issues efficiently and uphold a seamless customer experience Stay informed on current promotions, product launches, and policy updates, ensuring customers receive accurate and timely information Support customers using AI‑powered tools, ensuring smooth operation and consistent service standards Contribute to continuous improvement by identifying opportunities to streamline processes, enhance efficiency, and strengthen customer satisfaction Assist the Head of Customer Care