Role Overview
We are looking for a dedicated and highly experienced Senior Customer Support Executive with a minimum of 5 years of professional experience in the e-commerce sector. In this role, you will be the primary voice of our brand, responsible for ensuring a world-class experience for our buyers across our independent online stores and major global marketplaces, including Amazon and eBay.
The ideal candidate is a master of conflict resolution who can navigate the complexities of marketplace policies while maintaining a helpful, professional tone. Exceptional communication skills are essential, as you will be responsible for turning potentially negative situations into positive brand experiences.
Key Responsibilities
- Multi-Platform Support: Manage and resolve all buyer inquiries, concerns, and disputes across our website, Amazon (Seller Central), and eBay (Seller Hub).
- Issue Resolution: Handle complex cases involving order tracking, damaged goods, returns, and refunds, ensuring a "first-contact resolution" whenever possible.
- Account Health Management: Proactively monitor and maintain high seller ratings. Manage feedback, appeals, and A-to-z Guarantee claims to ensure our marketplace accounts remain in good standing.
- Communication Excellence: Craft clear, empathetic, and professional responses to customers via email, live chat, and marketplace messaging systems.
- Process Improvement: Identify recurring customer pain points and collaborate with the logistics and marketing teams to improve our internal systems and product descriptions.
Required Qualifications
- Experience: 5+ years of hands-on experience in customer support specifically for E-commerce.
- Marketplace Expertise: Proficiency with Amazon Seller Central and eBay Seller Hub protocols, including their specific messaging and dispute resolution frameworks.
- Exceptional Communication: Fluent written and verbal communication skills with a focus on empathy, clarity, and professional etiquette.
- Problem-Solving Skills: The ability to think on your feet and make fair, data-driven decisions that balance customer satisfaction with business profitability.
- Technical Proficiency: Experience using helpdesk software (e.g., Zendesk, Gorgias, or Freshdesk) and e-commerce platforms like Shopify or WooCommerce.
Preferred Skills
- Experience managing international customer inquiries and understanding global shipping/customs nuances.
- Familiarity with "Buy Box" dynamics and how customer service metrics impact sales visibility.
- Ability to handle high volumes of inquiries during peak seasons (Q4/Black Friday) without compromising quality.
What We Offer
- Stability: Join an established business with a steady flow of customers and a supportive team environment.
- Growth: Opportunities to help shape our customer service department as we scale to new platforms.
- Culture: A collaborative atmosphere where your feedback directly influences our operational improvements.
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
