Customer Support Management
- Handle customer queries and concerns via chat, Email, Calls support channels.
- Deliver prompt, accurate, and professional responses to customers.
- Resolve customer issues related to orders, delivery, refunds, exchanges, payments, and account-related concerns.
- Ensure adherence to defined response and resolution SLAs.
- Handle complex customer concerns and escalated cases.
- Coordinate with internal teams such as Operations, Logistics, Warehouse, Finance, and Tech for issue resolution.
- Ensure timely follow-ups on pending customer issues.
- Manage customer tickets through Freshdesk/Freshchat or similar CRM platforms.
- Maintain proper ticket documentation and internal notes.
- Ensure no customer query remains unattended or pending beyond SLA timelines.
- Follow defined SOPs and support workflows.
- Maintain high-quality communication standards and customer experience metrics.
- Identify recurring customer concerns and share actionable insights with management.
- Assist junior executives with query handling and process understanding.
- Support in training and knowledge sharing activities when required.
- Maintain accurate records of escalations, customer concerns, and operational issues.
- Coordinate with team leads/managers for process improvements and issue resolution.
Required Skills
- Excellent written communication skills.
- Strong customer handling and problem-solving ability.
- Ability to multitask and manage multiple chats simultaneously.
- Good understanding of customer support tools such as Freshdesk, Freshchat, Zendesk, or similar platforms.
- Strong coordination and follow-up skills.
- Ability to work in a fast-paced environment.
- Basic understanding of ecommerce/customer lifecycle processes is preferred.
Preferred Qualifications
- Graduate in any discipline.
- Prior experience in Ecommerce, D2C, Retail, or Customer Support industry preferred.
- Experience in handling escalations and customer retention scenarios will be an added advantage.
Key Performance Indicators (KPIs)
- First Response Time (FRT)
- Resolution TAT
- Customer Satisfaction (CSAT)
- Chat Quality Score
- SLA Adherence
- Escalation Handling Efficiency
- Productivity Metrics
Pay: ₹400,000.00 - ₹480,000.00 per year
Work Location: In person
