Customer Support Executive

Job Description: Customer Support Executive in E-commerce Platform

**Job Summary**: The Customer Support Executive plays a crucial role in providing exceptional customer service to users and buyers of the e-commerce platform. The primary responsibility is to address inquiries, concerns, and issues promptly and effectively, ensuring a positive customer experience and maintaining the platform's reputation for excellent service.

**Key Responsibilities**:
1. **Customer Interaction**:

- Provide accurate and relevant information regarding products, services, orders, shipping, returns, and other inquiries.
- Guide customers through troubleshooting processes and resolve problems to ensure satisfaction.

2. **Issue Resolution**:

- Investigate and resolve customer complaints or problems in a timely and professional manner.
- Collaborate with relevant internal teams (logistics, technical, sales) to ensure prompt issue resolution.
- Escalate complex or unresolved issues to higher levels of support or management as required.

3. **Order Management**:

- Assist customers with placing orders, order modifications, cancellations, and tracking shipments.
- Address issues related to order discrepancies, missing items, and product defects.

4. **Product Knowledge**:

- Maintain an in-depth understanding of the e-commerce platform's products, services, and policies.
- Stay updated on new product releases, features, and promotions to provide accurate information to customers.

5. **Documentation**:

- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions using the provided systems or tools.
- Generate reports on common customer issues and trends to assist in improving the overall customer experience.

6. **Customer Feedback**:

- Actively gather customer feedback and insights to identify areas for improvement in products, services, and processes.
- Provide feedback to relevant departments to enhance the overall quality of the platform.

7. **Professionalism**:

- Exhibit empathy, patience, and professionalism while interacting with customers.
- Demonstrate excellent communication skills, both written and verbal, to ensure effective communication with customers.

8. **Compliance and Policies**:

- Adhere to company policies, procedures, and ethical standards while assisting customers and handling sensitive information.

**Qualifications and Skills**:

- High school diploma or equivalent; bachelor's degree preferred.
- Prior experience in customer support, preferably in an e-commerce or retail environment.
- Strong communication skills with the ability to explain complex concepts in a clear and understandable manner.
- Excellent problem-solving skills and the ability to think quickly and rationally in high-pressure situations.
- Familiarity with e-commerce platforms, online shopping processes, and order management systems.
- Proficiency in using customer support software, ticketing systems, and CRM tools.
- Empathy and patience when dealing with customers' concerns and complaints.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Flexibility to work in shifts, including weekends and holidays if required.

**Salary**: ₹15,000.00 - ₹20,000.00 per month

Ability to commute/relocate:

- Faridabad, Haryana: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

**Speak with the employer**
+91 9667712902