Senior Customer Support Executive

Sr. Executive / Subject Matter Expert Customer Experience | Bangalore

About the Role:

Were looking for a passionate Customer Experience professional to manage escalations, ensure compliance, and enhance satisfaction across all online and offline platforms.

Key Responsibilities

1. Buyer Message & Escalation Handling

• Manage escalations from all platforms Amazon, Flipkart, Tata Cliq, D2C, etc
• Resolve complex cases including legal, product, and service disputes
• Approve refunds, replacements, or goodwill gestures as required
• Conduct root-cause analysis to prevent repeat issues
• Ensure adherence to platform-specific compliance guidelines
  

Key Metrics:

• Escalation Resolution Time: greater or equal to 12 hrs critical / greater or equal to 48 hrs non-critical
• CSAT upto 90% | FCR of 80%
  

2. Order Defect Rate (ODR) & Customer Satisfaction Management

• Track ODR, negative feedback, A to Z claims, and refunds
• Prepare evidence-backed justifications to minimize claim losses
• Coordinate with marketplace teams to remove unjustified negative feedback
• Work with logistics, product, and quality teams to improve processes
  

Key Metrics:

• ODR lesser than 1% | Negative Feedback lesser or equal 2% | A to Z Resolution lesser or equal to 3 days
  

3. Coordination & Reporting

• Collaborate cross-functionally to resolve customer concerns
• Maintain account health and platform compliance
• Generate reports and insights on escalations, ODR trends, and CX improvement
  

Key Metrics:

• 100% compliance with platform guidelines
• greater or equal to 40% reduction in repeat escalations per quarter
  

Who Can Apply

• 3+ years experience in CX, escalation handling, or marketplace/general trade operations
• Strong understanding of Amazon, Flipkart & GT customer service processes
• Excellent communication skills - English, Hindi & local languages
• Proficiency in reporting, analytics, and compliance management
• Calm under pressure and solution-focused mindset
  

Work Schedule

• 6-day work week with 1 rotational weekly off
  

Why Join Us

Duroflex