Customer Support Specialist

1. Role: Provide end-to-end seller support through voice, chat, email, and other assigned communication channels.

2. Seller Support: Handle queries related to onboarding, accounts, catalog listings, pricing, inventory, orders, shipping, returns, refunds, and payments.

3. Issue Resolution: Understand seller concerns, troubleshoot problems, and provide accurate solutions using approved SOPs, policies, and tools.

4. Communication Skills: Demonstrate professional communication, active listening, empathy, and ownership while handling seller interactions.

5. Performance Targets: Meet assigned targets for quality, productivity, Average Handling Time (AHT), First Contact Resolution (FCR), and SLA adherence.

6. Process Compliance: Follow company policies, standard operating procedures, data privacy guidelines, and information security requirements.

7. Escalation Management: Escalate complex or unresolved issues to Team Leaders, SMEs, or relevant departments with proper documentation.

8. Case Documentation: Maintain accurate records of seller interactions, issues, resolutions, and escalations in CRM or case-management systems.

9. Seller Feedback: Identify recurring seller issues, customer dissatisfaction, process gaps, and improvement opportunities.

10. Training and Improvement: Participate in training, coaching, quality calibration, process updates, and continuous improvement initiatives.

11. Experience and Skills: E-commerce, seller support, customer service, contact center, or BPO experience is preferred. Strong communication, problem-solving, computer proficiency, and customer service skills are essential.

12. Work Details:

• Location: Pune
• Working Days: 5.5 days per week
• Shifts: Rotational shifts

Weekly Off: Rotational week off

Pay: ₹300,000.00 - ₹390,000.00 per year

Benefits:

• Commuter assistance
• Health insurance
• Provident Fund

Work Location: In person