to act as a frontline ambassador for Gotraka. This role focuses on delivering outstanding customer support through
calls, customer messaging and live chat
, ensuring a seamless and positive experience across all digital touchpoints.
The ideal candidate is customer-focused, confident in communication and comfortable resolving issues in a fast-paced ecommerce environment.
Key Responsibilities
Handle inbound customer calls, assisting with enquiries and guiding customers through purchasing decisions
Respond to customer messages promptly and professionally across ecommerce platforms ;(Shopify, Amazon)
Provide real-time support via live chat to assist customers navigating products and services
Resolve customer issues efficiently, including RMAs, returns and order-related queries
Maintain accurate records of customer interactions and resolutions
Work closely with internal teams to ensure customer issues are escalated and resolved appropriately
Uphold Gotraka's customer service standards and brand values in every interaction
Qualifications & Skills
Fluent English, both written and spoken
Proven experience in online customer service or ecommerce support (preferred)
Strong communication and interpersonal skills
Customer-focused mindset with a passion for delivering excellent service
Strong problem-solving abilities with the confidence to make decisions in real time
Ability to remain calm and professional in high-pressure situations
Adaptable and comfortable working in a fast-paced environment
Basic IT proficiency with the ability to learn new systems quickly
Interest in technology and gaming (desirable)
Key Success Measures
Customer satisfaction scores and positive feedback
Response and resolution times across calls, messaging and live chat
Effectiveness in resolving RMAs, returns and customer concerns
Quality and professionalism of customer interactions
Ability to manage high volumes of enquiries while maintaining service standards
Contribution to a positive and customer-centric team culture
Working Hours:
Monday to Friday (some weekends required)
Shift:
UK shift - 13:00 to 22:30
Job Type: Full-time
Pay: ₹20,870.48 - ₹34,000.57 per month
Work Location: In person
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