कस्टमर केयर एग्जीक्यूटिव

Customer Support Executive – E-commerce

Location

Noida (On-site)

Employment Type

Full-time

Role Overview

We are looking for a customer-focused and detail-oriented Customer Support Executive to handle customer queries across e-commerce platforms.
This role is critical in ensuring positive customer experience, timely issue resolution, and brand trust.

The selected candidate will be trained on our internal systems, SOPs, and marketplace workflows.

Key Responsibilities

• Handle customer queries via:

  • E-commerce platforms (Flipkart, Amazon, etc.)

  • Email / chat / ticketing systems

• Respond to customer concerns related to:

  • Orders

  • Delivery issues

  • Returns & replacements

  • Product information

• Provide clear, polite, and accurate responses as per company guidelines

• Escalate complex or unresolved issues to the relevant internal team

• Follow defined SOPs while handling customer interactions

• Maintain proper records of customer issues and resolutions

• Ensure timely follow-ups and closure of customer tickets

• Maintain professionalism and empathy in all interactions

Required Skills & Qualifications

Mandatory Skills

• 1–3 years experience in customer support / customer service / backend support

• Strong communication skills:

  • Good written English (mandatory)

  • Basic verbal communication skills

• Ability to understand customer problems and respond logically

• Comfortable working on computers and basic tools

• Ability to multitask and handle repetitive queries efficiently

Preferred (Not Mandatory)

• Prior experience in:

  • E-commerce customer support

  • Ticketing or CRM systems

• Familiarity with handling escalations or complaints

• Exposure to structured SOP-based work environments

(Complete training will be provided for internal tools and e-commerce processes.)

Behavioral & Soft Skills (Non-Negotiable)

• Calm and patient under pressure

• Empathetic but firm when required

• Process-oriented and disciplined

• Willingness to learn and improve

• Takes ownership of assigned tickets

• Avoids arguments; focuses on resolution

Performance Expectations

• Timely response and resolution of tickets

• Adherence to SOPs and tone guidelines

• Low error and escalation rate

• Positive customer feedback where applicable

Training & Support

• Structured training on:

  • E-commerce workflows

  • Response formats

  • Escalation handling

  • Internal tools and systems

• Ongoing supervision and feedback

About Us

RoxxY India Retail is a fast-growing Indian consumer electronics brand selling across major e-commerce platforms. Customer experience and operational discipline are core to how we scale.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में 0 - 4 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।