Job Summary
We are looking for a confident and customer-focused Customer Support Executive to handle Amazon customer queries related to orders, cancellations, delivery, returns, refunds, and replacements.
The ideal candidate should have good communication skills, strong command of English, and the ability to handle customers professionally through calls, WhatsApp, email, and chat. The candidate will also be responsible for understanding cancellation reasons, retaining genuine orders, and coordinating with internal teams for timely issue resolution.
Roles and Responsibilities
- Handle Amazon customer queries related to orders, cancellations, delivery, returns, refunds, and replacements.
- Contact customers to understand cancellation reasons and try to retain genuine orders.
- Confirm order details, customer addresses, product requirements, weight, dimensions, and additional charges wherever applicable.
- Coordinate with customers before dispatch in case of product, price, size, weight, or delivery-related concerns.
- Update cancellation reasons accurately in daily trackers.
- Analyse repeated cancellation reasons and share improvement suggestions with the team.
- Coordinate with warehouse, logistics, marketplace, and accounts teams for order-related issues.
- Follow up on delayed, undelivered, damaged, cancelled, or returned orders.
- Share tracking details and delivery updates with customers.
- Handle customer complaints professionally through calls, WhatsApp, email, and chat.
- Support customers regarding refunds, replacements, returns, and delivery status.
- Monitor negative customer feedback and coordinate with the concerned team for resolution.
- Maintain daily reports for cancellations, customer calls, resolved cases, and pending issues.
- Escalate critical or unresolved cases to the team leader or marketplace team.
- Maintain proper records of all customer interactions and complaints.
- Ensure all customer communication is polite, clear, professional, and properly documented.
- Follow up regularly with customers and internal teams until the issue is resolved.
Required Skills
- Good verbal and written communication skills in Hindi and English.
- Good command of spoken and written English.
- Comfortable handling inbound and outbound customer calls.
- Comfortable handling cancellation-related conversations and customer complaints.
- Basic understanding of Amazon orders, returns, refunds, replacements, and delivery processes.
- Good convincing, negotiation, and problem-solving skills.
- Ability to handle difficult or dissatisfied customers calmly and professionally.
- Basic knowledge of Microsoft Excel, Google Sheets, email, and WhatsApp.
- Strong follow-up, coordination, and time-management skills.
- Ability to maintain accurate customer support trackers and reports.
- Experience with Amazon Seller Central or e-commerce customer support will be an advantage.
Candidate Requirements
- 1–2 years of experience in customer service, telecalling, Amazon support, or e-commerce operations.
- Candidate should have strong communication and convincing skills.
- Candidate must be comfortable making outbound calls to customers.
- Candidate should be comfortable handling cancellation, complaint, return, and refund cases.
- Candidate must be willing to work full-time from the Noida office.
- Immediate joiners will be preferred.
Benefits
- Competitive salary based on experience and communication skills.
- Exposure to Amazon seller operations and customer service.
- Learning and career-growth opportunities.
- Stable full-time employment.
- Supportive work environment.
Location: Noida, Uttar Pradesh
Job Type: Full-time, Work from Office
Salary: ₹20,000–₹30,000 per month
Experience Required: 1–2 years
Pay: ₹15,000.00 - ₹30,000.00 per month
Work Location: In person
