QUALIFICATION: Graduate/Post Graduate
EXPERIENCE: 1–3 years of experience in customer support, e-commerce operations, or customer service
KEY RESPONSIBILITIES:
Key Responsibilities
1. Handle customer queries and complaints received through:
Calls
WhatsApp
Email
Instagram/Facebook messages and comments
Marketplace platforms
2. Resolve customer concerns related to:
Order tracking
Wrong or missing items
Product complaints
Refunds/replacements
Delivery issues
3. Coordinate with warehouse, dispatch, operations, and brand teams for issue resolution
4. Maintain proper records of customer complaints and resolutions
5. Ensure timely responses as per company SOPs
6. Escalate critical or unresolved issues to management
7. Maintain professional and empathetic communication with customers
8. Assist in improving customer satisfaction ratings and online brand reputation
Skills Required
Good verbal and written communication skills in English and Hindi
Ability to handle difficult customers calmly and professionally
Strong coordination and follow-up skills
Basic knowledge of Excel/Google Sheets
Comfortable using WhatsApp Business, email, and social media platforms
Ability to multitask and work under pressure
Experience in handling online marketplace customers will be preferred
Key Qualities
Patient and polite
Responsible and proactive
Detail-oriented
Good listener
Team player
Performance Metrics (KPIs)
Response time to customer queries
Resolution turnaround time
Customer satisfaction
Number of complaints resolved
Quality of communication
Working Days & Timings – Monday to Saturday (9 am to 6 pm)
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
