Customer Support Representative

About the Role

We are seeking a customer-focused and detail-oriented CRM Executive to handle customer escalations for our e-commerce platform. The role involves managing high-priority cases, coordinating with internal teams, and ensuring timely and effective resolution to maintain excellent customer satisfaction.

Key Responsibilities

• Manage customer escalations received through email, chat, social media, and phone calls.
• Provide clear, empathetic, and solution-driven responses to customers.
• Collaborate with operations, logistics, warehouse, product, and customer support teams to resolve issues.
• Track and update case progress regularly in CRM tools.
• Identify recurring issues and share insights to improve customer experience.
• Ensure adherence to SLAs for escalation resolution.
• Maintain professional communication even in challenging situations.
• Support improvements in escalation management processes and SOPs.

Requirements

• Bachelor’s degree in any discipline.
• 1–3 years of experience in customer service or CRM, preferably in e-commerce.
• Strong written and verbal communication skills.
• Ability to manage high-pressure situations and multiple escalations.
• Familiarity with CRM tools such as Freshdesk, Zendesk, or Salesforce.
• Strong problem-solving skills and attention to detail.

Preferred Qualifications

• Experience in order management, logistics, or marketplace escalation handling.
• Understanding of e-commerce workflows and customer experience metrics.

What We Offer

• Competitive salary package.
• Opportunities for career growth in a fast-paced e-commerce environment.
• Supportive and collaborative work culture.
• Exposure to customer experience operations and CRM strategy.

Job Type: Full-time

Pay: ₹10,296.34 - ₹32,844.09 per month

Work Location: In person