Role summary:
Handle buyer inquiries via Messages, email, and chat; resolve order, return/refund, and product queries; document cases and escalate complex issues to maintain high CSAT and SLA adherence.
Key responsibilities:
Respond to buyer queries across phone/chat/email; provide accurate order, delivery, returns, and payment support.
Process returns/refunds per policy; flag defects and raise tickets/escalations when needed.
Log all interactions, maintain case quality, and follow SOPs; meet first response and resolution SLAs.
Identify recurring issues and suggest improvements to workflows and FAQs.
Requirements:
0-2 years customer support; ecommerce/Amazon experience is a plus.
Clear written and verbal communication; empathy, patience, and problem-solving mindset.
Basic computer proficiency; comfortable with shifts, weekends, and fast-paced environments.
KPIs:
First response time, resolution time, CSAT, QA score, and adherence to SOPs.
Job Type: Full-time
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
Provident Fund
Work Location: In person
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