Customer Care Executive

Job Title: Customer Support Executive (eCommerce Operations)

Location: Noida (On-site)

Department: Operations / Customer Experience

Role Overview

We are looking for a Customer Support Executive who can handle customer queries, resolve issues efficiently, and coordinate with internal teams (returns, dispatch, listings) to ensure smooth operations across marketplaces like Flipkart, Blinkit, and Zepto.

This role requires speed, accuracy, and ownership — not just replying to customers, but actually solving problems end-to-end.

Key Responsibilities

1. Customer Query Handling

• Respond to customer queries via email, chat, and marketplace panels

• Handle issues like:

  • Order delays

  • Wrong/damaged products

  • Refunds & replacements

• Maintain fast TAT (Turnaround Time) and professional tone

2. Returns & Complaint Resolution

• Track and manage return cases (RTO, damaged, missing items)

• Coordinate with warehouse team for verification

• Raise tickets/escalations on Flipkart/Blinkit panels

• Ensure closure of cases within SLA

3. Internal Coordination

• Work closely with:

  • Dispatch team (order issues)

  • Inventory team (stock mismatch)

  • Listings team (wrong product info)

• Follow up until issue is fully resolved (no partial handling)

4. Data & Ticket Management

• Maintain proper records of:

  • Complaints

  • Refunds

  • Escalations

• Create and manage support tickets with clear documentation

• Track daily issues and highlight recurring problems

5. Process Improvement

• Identify patterns in complaints (e.g., frequent defects, delivery issues)

• Suggest improvements to reduce future issues

• Help build SOPs for better customer experience

Skills Required

• Good written and spoken English

• Strong problem-solving mindset

• Basic Excel / Google Sheets knowledge

• Ability to handle pressure & high-volume queries

• Attention to detail (no careless errors)

Preferred Experience

• 0–2 years in Customer Support / eCommerce Ops

• Experience with Flipkart/Amazon/Blinkit panels is a plus

Work Style Expectations (Important)

• High ownership: You don’t just reply — you resolve

• Fast execution: Delays in response = poor customer experience

• Structured thinking: Every issue should have a clear action path

• Accountability: Each case should be tracked till closure

Performance Metrics (KPIs)

• Response Time (TAT)

• Resolution Rate

• Customer Satisfaction

• Error Rate in handling cases

• Number of cases closed per day

Why Join Us

• Work in a fast-growing eCommerce brand (RoarX)

• High learning in operations, marketplaces, and real business execution

• Opportunity to grow into operations / category / management roles

Salary

• Based on experience + performance incentives

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.