Job Description

Experience & Background

? 1 - 3 Years Experience in customer support for D2C/eCommerce brands

? Graduate; certification or hands-on experience with helpdesk/CRM tools (e.g., Zendesk/Freshdesk) preferred

? Clear communication (English + Hindi; regional languages a plus); empathy-led problem solving

? Strong grasp of customer experience metrics (CSAT, NPS, FRT/AHT, FCR) and ticket hygiene best practices.

? Familiarity with order flows, returns, refunds, and replacement SLAs across marketplaces and D2C

Key Responsibilities

? Handle customer queries across email/chat/calls; resolve issues related to orders, delivery, returns, and refunds within SLAs

? Maintain high CSAT/NPS; monitor and report CX metrics with insights to reduce AHT and improve first-contact resolution

? Create/maintain macros/FAQs and escalate product or logistics issues with clear RCA and follow-through

Industry

Food and Beverage Retail

Employment Type

Full-time

Job Type: Contractual / Temporary
Contract length: 12 months

Pay: ₹10,560.71 - ₹15,079.29 per month

Benefits:

Work from home
Language:

Hindi (Preferred) English (Preferred)
Work Location: Remote