Customer Service Representative

3 weeks ago


Gurugram Gurugram India Divine Hindu Full time

Job Description Location: Sector 27, Gurugram (Divine Hindu office) Type: Full-time (6 days/week); one weekly off (fixed day) Salary band: 20,000 25,000 / month (depending on experience). Own the day-to-day chat and call support experience resolve customer queries fast with empathy, protect conversion & retention, and feed product/UX insights back to the team. Responsibilities - Handle live chat (primary) across website & WhatsApp and inbound/outbound customer calls for order, product, payment, and delivery queries. - Troubleshoot orders, refunds, cancellations, tracking, returns, and replacements. - Capture and escalate quality incidents (fraud, delivery exceptions, product authenticity queries) to Ops/Quality. - Maintain high CSAT through clear, empathetic written messages and calm phone handling. - Log accurate tickets, add structured notes, apply tags, and follow SLAs to closure. - Coordinate with Warehouse, Logistics, & Product teams to resolve customer issues. - Identify recurring problems and recommend KB / process updates. - Participate in weekly coaching and QA calibration. Must-have - 618 months in e-commerce or D2C customer support (chat-first preferred). - Comfortable in Hinglish / Hindi + English (written & spoken). - Typing speed 35+ WPM; strong written communication for chat templates. - Experience with chat/ticketing tools (Intercom / Zendesk / Freshdesk / WhatsApp Business). Ozonetel familiarity is a plus. - Calm under pressure; strong de-escalation skills. - Basic Excel / Google Sheets for daily reporting. Nice-to-have - Returns/refunds and marketplace order flow experience. - Handling high-volume chat queues (200+ chats/day) or 200500 chat messages/day split among a team. - Basic Shopify admin familiarity. - Prior experience writing KB articles and canned replies. If interested, kindly share your resume at [Confidential Information]



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