Job Description

: Customer Support Executive in E-commerce Platform Job Summary: The Customer Support Executive plays a crucial role in providing exceptional customer service to users and buyers of the e-commerce platform. The primary responsibility is to address inquiries, concerns, and issues promptly and effectively, ensuring a positive customer experience and maintaining the platform\'s reputation for excellent service. Key Responsibilities: 1. Customer Interaction: \xc2\xb7 Respond to customer inquiries, issues, and concerns through various channels such as phone, email, live chat, and social media. \xc2\xb7 Provide accurate and relevant information regarding products, services, orders, shipping, returns, and other inquiries. \xc2\xb7 Guide customers through troubleshooting processes and resolve problems to ensure satisfaction. 2. Issue Resolution: \xc2\xb7 Investigate and resolve customer complaints or problems in a timely and professional manner. \xc2\xb7 Collaborate with relevant internal teams (logistics, technical, sales) to ensure prompt issue resolution. \xc2\xb7 Escalate complex or unresolved issues to higher levels of support or management as required. 3. Order Management: \xc2\xb7 Assist customers with placing orders, order modifications, cancellations, and tracking shipments. \xc2\xb7 Address issues related to order discrepancies, missing items, and product defects. 4. Product Knowledge: \xc2\xb7 Maintain an in-depth understanding of the e-commerce platform\'s products, services, and policies. \xc2\xb7 Stay updated on new product releases, features, and promotions to provide accurate information to customers. 5. Documentation: \xc2\xb7 Maintain accurate and detailed records of customer interactions, inquiries, and resolutions using the provided systems or tools. \xc2\xb7 Generate reports on common customer issues and trends to assist in improving the overall customer experience. 6. Customer Feedback: \xc2\xb7 Actively gather customer feedback and insights to identify areas for improvement in products, services, and processes. \xc2\xb7 Provide feedback to relevant departments to enhance the overall quality of the platform. 7. Professionalism: \xc2\xb7 Exhibit empathy, patience, and professionalism while interacting with customers. \xc2\xb7 Demonstrate excellent communication skills, both written and verbal, to ensure effective communication with customers. 8. Compliance and Policies: \xc2\xb7 Adhere to company policies, procedures, and ethical standards while assisting customers and handling sensitive information. Qualifications and Skills: \xc2\xb7 High school diploma or equivalent; bachelor\'s degree preferred. \xc2\xb7 Prior experience in customer support, preferably in an e-commerce or retail environment. \xc2\xb7 Strong communication skills with the ability to explain complex concepts in a clear and understandable manner. \xc2\xb7 Excellent problem-solving skills and the ability to think quickly and rationally in high-pressure situations. \xc2\xb7 Familiarity with e-commerce platforms, online shopping processes, and order management systems. \xc2\xb7 Proficiency in using customer support software, ticketing systems, and CRM tools. \xc2\xb7 Empathy and patience when dealing with customers\' concerns and complaints. \xc2\xb7 Ability to work in a fast-paced environment and handle multiple tasks simultaneously. \xc2\xb7 Flexibility to work in shifts, including weekends and holidays if required. Job Type: Full-time Salary: \xe2\x82\xb915,000.00 - \xe2\x82\xb920,000.00 per month Ability to commute/relocate:

• Faridabad, Haryana: Reliably commute or planning to relocate before starting work (Required)

• Higher Secondary(12th Pass) (Preferred)

• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

• Hindi (Preferred)
• English (Preferred)