Customer Support Representative

2 days ago

Mohali Punjab, India Gecko Programmes Ltd Full time

**Job Title: Customer Support representative(E-Commerce)**

**Location**: Phase 1 Mohali, Punjab

**Job Type**: Full-Time
**Working Hours**: Monday to Saturday, 9:00 AM - 6:00 PM
**Reports To**: Customer Support Manager / Operations Manager

**About Us**:
We are a growing e-commerce business committed to providing excellent products and an exceptional customer experience. We’re looking for a proactive and empathetic **Customer Support Officer** to be the voice of our brand, helping resolve customer issues and maintaining high customer satisfaction across all touchpoints.

**Key Responsibilities:Customer Service & Inquiries**
- Assist customers with order issues, product inquiries, delivery questions, returns, and general support.
- Maintain customer satisfaction by providing accurate, consistent, and clear communication.

**Payment & Dispute Resolution**
- Handle and respond to **PayPal cases** professionally and within required deadlines, providing all necessary documentation and evidence to resolve disputes.
- Manage **bank chargeback claims** by compiling detailed reports, submitting rebuttals, and communicating with financial institutions to resolve disputes efficiently.
- Identify patterns in disputes and suggest preventative measures.

**Operational Support**
- Collaborate with the warehouse or fulfillment teams to investigate and resolve delivery and order fulfillment issues.
- Use internal systems (e.g., Shopify, PayPal, Stripe, CRM platforms) to access customer order history and update records accordingly.
- Track and escalate unresolved issues appropriately to internal teams.

**Customer Retention**
- Offer goodwill gestures or discounts where necessary and within policy to retain unhappy customers and turn negative experiences into positive ones.
- Collect and summarize feedback to inform product improvements or operational adjustments.

**Required Skills & Experience**:

- **1+ year experience** in customer support or service (preferably in e-commerce or online retail).
- Familiarity with **Shopify, PayPal, Stripe**, or other e-commerce and payment platforms.
- Strong communication skills—both written and verbal—with a calm and professional tone.
- Experience in **handling disputes, chargebacks, or financial queries** is a strong advantage.
- High attention to detail and the ability to manage multiple tasks simultaneously.
- Problem-solving attitude and empathy-driven customer handling approach.

**Preferred Skills (Not Mandatory)**:

- Knowledge of **customer service platforms** (e.g., Gorgias, Zendesk, Freshdesk).
- Experience working with **international customers** and understanding of logistics systems.
- Basic understanding of **fraud detection or e-commerce compliance**.
- Good English Writing SKills

**Job Types**: Full-time, Part-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Expected hours: 45 per week

**Language**:

- Hindi (preferred)
- English (required)

Work Location: In person

**Speak with the employer**
+91 9815594980

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