Customer Support Executive

Job Overview

We are seeking a dedicated Customer Support Executive to manage seller interactions professionally and efficiently across multiple communication channels. The role involves comprehensive seller support throughout their journey, from onboarding to issue resolution.

Key Responsibilities

• Respond promptly and accurately to seller inquiries via voice calls, chat, email, and other supported communication platforms.
• Manage seller concerns through understanding, ownership, and appropriate escalation according to defined processes and SLAs.
• Support sellers with processes including onboarding, account management, catalog updates, pricing, inventory, order fulfillment, shipping, returns, payments, performance monitoring, promotions, disputes, and appeals.
• Diagnose seller issues by asking relevant questions, researching information, and applying approved SOPs and policies to deliver precise resolutions.
• Provide clear, empathetic communication that simplifies complex information and sets accurate expectations, ensuring sellers understand solutions and next steps.
• Consistently meet individual performance goals related to quality, productivity, average handling time (AHT), service level agreements (SLAs), first contact resolution (FCR), attendance, and schedule adherence.
• Strictly adhere to policies, security standards, data privacy protocols, and regulatory requirements while safeguarding confidential information.
• Handle escalations appropriately by recognizing cases beyond first-level resolution authority and forwarding them with complete and accurate documentation.
• Maintain comprehensive records of seller interactions, troubleshooting, commitments, and escalations using the designated case management system.
• Identify and communicate recurring issues, process gaps, and opportunities for improvement by providing meaningful Voice of Seller feedback to leadership and subject matter experts.
• Engage actively in continuous improvement initiatives including training, process updates, team collaboration, and operational enhancements.

Additional Information

This is a full-time role based in Pune, Maharashtra, India, offering a monthly salary of 32500 INR. The position demands a strong commitment to quality service and collaboration within the support team.