Jensam Duthie

An accomplished Customer Service and Sales Specialist with 4 years of experience in e-commerce, logistics, transportation, automotive and interior design sectors. Adapt at resolving customer complaints efficiently, enhancing customer satisfaction, seeking a challenging role to leverage my skills and contribute to delivering exceptional customer experiences. Committed to continuous improvement and fostering positive relationships with clients and team members.

Customer Service Executive - Geek Home Living Pvt. Ltd. - Chennai, India

(2025-09 - 2025-12)

• Delivered end-to-end customer support for an e-commerce platform through phone, email, live chat and social media, ensuring a seamless online shopping experience.
• Managed customer orders, order tracking, cancellations, returns, refunds, exchanges and warranty requests using Zoho CRM (SaaS), ensuring timely and accurate resolution.
• Handled pre-sales and post-sales customer interactions, assisting shoppers with product information, order placement, payment queries and after-sales support.
• Collaborated with warehouse, logistics, and service teams to ensure timely order fulfillment, delivery coordination and issue resolution, improving the overall e-commerce customer experience.
• Maintained accurate customer and order records in Zoho CRM (SaaS), monitored support tickets, and resolved customer concerns while meeting service-level agreements (SLAs) and customer satisfaction goals.

Customer Experience Executive - Mahindra & Mahindra Ltd. - Mumbai, India

(2022-07 - 2022-12)

• Handling outbound calls, responding to customer emails or chats or social posts as per need
• Bulk of the work would be about efficient email response of resolving customer inquiries and requests and ensuring strong customer satisfaction.
• Peripheral activities relating to customers that involve liaison with the vendor partners and interdepartmental teams like Legal, Regional office, Zonal Office and Dealer.
• Working with various internal teams to ensure prompt and accurate order processing and delivering with customer feedback in a CRM software's like salesforce, Zendesk.

Relationship Specialist - Arrivae - Mumbai, India

(2021-07 - 2022-06)

• Commitment to customer satisfaction to drive exemplary customer experience.
• Always putting the customers' needs first thereby driving the Net Promoter Score (NPS) throughout the project.
• Enthusiastically conveying a commitment towards providing unsurpassed customer service and ensuring the team is also abiding by keeping customer satisfaction as the main objective.
• Delivering the new customers in brief about the project and on boarding customers with the whole journey of the project.

Customer Service Executive - Blue Dart Express Limited - Chennai, India

(2019-01 - 2019-12)

• Handling of inbound/outbound customer calls/emails as per the defined standard operating procedures and in adherence to the customer service quality parameters.
• Record the pickup requests and coordinate with the pickup staff in a timely manner for conducting the pickups.
• Resolving of customer queries pertaining to shipment enquiries, tracking of shipments, transit times etc. for delivery of shipments as per the defined standard operating procedures.
• Coordinate actively with the tracking team for the tracking of shipment status and forward pertinent customer queries to the tracking team in a timely manner.

Customer Support Representative - Porter - Mumbai, India

(2018-03 - 2018-11)

• Provide information about products and services, take/cancel orders, and record details of complaints.
• Keep records of customer interactions and transactions, details of enquiries, complaints, and comments, as well as actions taken.
• Follow up to ensure that appropriate actions are taken on customer requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.

Bachelors - Mechanical - Anna University

Highschool diploma - 12th - Rose Mary Matric School

Highschool diploma - 10th - Rose Mary Matric School

Post Diploma - Export Import Management & Logistics Supply Chain Management - Export Import Management Institute (ETTI)