E-Commerce Customer Support Associate

Job Title:

Location:

Shift Time-

About the Role

Customer Support Executive

Key Responsibilities

1. Website & Marketplace Support

• Manage customer queries, order issues, and complaints received via the company website and global marketplaces (Amazon, Flipkart, Walmart, eBay, Etsy, etc.).
• Handle order-related assistance including shipping, returns, exchanges, and refunds.
• Collaborate with logistics, product, and marketing teams to ensure seamless resolutions.
• Maintain compliance with marketplace SLAs, response timelines, and policy standards.

2. Communication Management

• Respond to customers through

  Email, Live Chat, and WhatsApp

  with clarity, empathy, and professionalism.
• Provide accurate product details, usage guidance, and after-sales assistance.
• Maintain brand tone and quality across all written and verbal communication.

3. Complaint Handling & Escalation

• Log, track, and categorize all customer complaints systematically.
• Provide suitable resolutions and follow up to ensure closure and customer satisfaction.
• Escalate complex or unresolved cases to relevant departments as required.

4. Product Training & Knowledge Sharing

• Conduct

  product training sessions

  for internal teams to enhance product knowledge and customer handling confidence.
• Keep support staff updated on new product launches, formulations, or packaging updates.
• Create and maintain FAQs and knowledge documents for consistent information sharing.

5. Reporting & Process Improvement

• Maintain daily and weekly reports on customer interactions, issue categories, and resolution performance.
• Identify recurring challenges and suggest process improvements for efficiency.
• Share insights with management to improve customer satisfaction and retention.

Key Skills & Requirements

• Experience:

  3-5 years in

  customer support or eCommerce operations

  (experience with

  beauty or international brands

  preferred).

• Education:

  Bachelor’s degree in Business Administration, Communications, or a related field.

• Skills:

• Excellent written and verbal communication skills.
• Strong problem-solving and multitasking abilities.
• Familiarity with CRM tools, live chat platforms, and marketplace dashboards.
• Ability to work under pressure while maintaining a calm and positive attitude.

• Attributes:

  Customer-focused, empathetic, detail-oriented, and proactive.

Performance Metrics (KPI Focus)

• Response and Resolution Time (Email / Live Chat / WhatsApp)
• First Contact Resolution Rate
• Customer Satisfaction (CSAT) Score
• Marketplace SLA Compliance
• Effectiveness of Product Training Sessions

Why Join Us?

• Be part of a fast-growing

  beauty and wellness eCommerce brand

  with a global presence.
• Work across multiple international marketplaces and communication platforms.
• Grow in a supportive, collaborative environment with opportunities for learning and advancement.