Customer Support Executive

Kaarigo Customer Support Agent

Position: Customer Support Agent Kaarigo

Department: Customer Support

Location: [Bangalore ,Chamrajpet]

Employment Type: Full-time

About Us

empower the real creators of Bharat

Digitize Bharats creators, amplify their visibility, and help them sell nationally & globally.

Role Overview

Customer & Seller Support Agent

Key Responsibilities

1. Customer & Seller Query Handling

• Manage incoming queries via

  phone, email, WhatsApp, or ticketing tools

  .
• Provide accurate information related to products, listings, orders, returns, shipping, payments, and account-related concerns.
• Assist sellers with onboarding, listing support, order processing, and issue escalation.
  

2. Case Ownership & Resolution

• Investigate customer and seller complaints by coordinating with internal teams.
• Follow up with Logistics, Warehouse Ops, Billing, Technology, and Product teams for updates on pending issues.
• Ensure

  timely and complete case resolution

  , keeping the customer/seller informed at every step.

3. Dispute Management

• Handle dispute cases (missing shipments, damaged orders, delayed delivery, product mismatch, refund delays).
• Collect evidence, analyse facts, and coordinate with relevant departments to close disputes fast and fairly.
• Maintain clear documentation for all dispute actions and outcomes.
  

4. Documentation & Ticket Management

• Log each interaction in the ticketing system (Freshdesk or similar).
• Maintain accurate, complete case histories.
• Track, update, and close tickets as per defined TATs.
• Identify trends and flag recurring issues.
  

5. Quality & Customer Experience

• Demonstrate empathy, patience, and professionalism in every interaction.
• Follow Kaarigos communication guidelines, tone, and SOPs.
• Contribute ideas for improving processes, workflows, and overall customer experience.
  

Required Skills & Competencies

• Excellent written & verbal communication skills in

  English, Hindi

  , and at least one

  regional language

  .
• Strong attention to detail and high accuracy in documentation.
• Prior experience in

  e-commerce, marketplace support, or call center environments

  .
• Hands-on familiarity with support platforms such as

  Freshdesk, Zendesk, or similar

  .
• Problem-solving skills with the ability to probe, diagnose, and resolve issues.
• Ability to multi-task and adapt to changing priorities.
• Strong interpersonal skills and customer empathy.
• Willingness to work in shifts or extended hours when required.
  

Preferred Experience & Educational Background

• 1-3 years

  of experience in customer support, seller support, or e-commerce support roles.
• Understanding of e-commerce workflows:
• Order lifecycle
• Returns & replacements
• Refunds & reconciliation
• Shipping exceptions & delays
• Seller onboarding & catalog management
  
• Graduation preferred (open to non-graduates with strong communication & support skills).
• Experience supporting multilingual customers is an added advantage.

Please Note

Candidates may also share their CVs at bipul.tiwari@dtdc.com

Kindly mention the following details while sharing your CV:

• Current CTC
  
• Expected CTC
  
• Notice Period