Customer Support Associate

Location:

Type:

Reporting to:

Salary band:

Own the day-to-day chat and call support experience — resolve customer queries fast with empathy, protect conversion & retention, and feed product/UX insights back to the team.

• Handle

  live chat

  (primary) across website & WhatsApp and

  inbound/outbound customer calls

  for order, product, payment, and delivery queries.
• Troubleshoot orders, refunds, cancellations, tracking, returns, and replacements.
• Capture and escalate quality incidents (fraud, delivery exceptions, product authenticity queries) to Ops/Quality.
• Maintain high CSAT through clear, empathetic written messages and calm phone handling.
• Log accurate tickets, add structured notes, apply tags, and follow SLAs to closure.
• Coordinate with Warehouse, Logistics, & Product teams to resolve customer issues.
• Identify recurring problems and recommend KB / process updates.
• Participate in weekly coaching and QA calibration.

• 6–18 months in e-commerce or D2C customer support (chat-first preferred).
• Comfortable in

  Hinglish / Hindi + English

  (written & spoken).
• Typing speed 35+ WPM; strong written communication for chat templates.
• Experience with chat/ticketing tools (Intercom / Zendesk / Freshdesk / WhatsApp Business).

  Ozonetel

  familiarity is a plus.
• Calm under pressure; strong de-escalation skills.
• Basic Excel / Google Sheets for daily reporting.

• Returns/refunds and marketplace order flow experience.
• Handling high-volume chat queues (200+ chats/day) or 200–500 chat messages/day split among a team.
• Basic Shopify admin familiarity.
• Prior experience writing KB articles and canned replies.

If interested, kindly share your resume at Ishikahr@divinehindu.in