Customer Support Executive

Job Title: Customer Support Executive

Location: Aroli, Mumbai, India

Work Mode: Work From Office (initial 6 months) / Work From Home (post 6 months based on performance)

Job Overview:

We are seeking a motivated and customer-focused Customer Support Executive to join our dynamic team at a leading International Ecommerce Company. The ideal candidate will be responsible for delivering high-quality customer service, resolving customer issues, and ensuring a positive customer experience. This is a contract-based role, with the potential for a work-from-home setup after six months, based on performance.

Key Responsibilities:

• Provide exceptional customer service via various communication channels (phone, email, chat, etc.).
• Handle customer inquiries, concerns, and feedback in a professional and empathetic manner.
• Resolve product or service issues by investigating the cause, providing solutions, and following up with customers.
• Ensure customer satisfaction through effective troubleshooting and timely resolutions.
• Escalate unresolved issues to higher support levels as necessary.
• Maintain detailed and accurate records of customer interactions in the system.
• Achieve and maintain performance metrics including customer satisfaction and resolution times.
• Collaborate with cross-functional teams to improve processes and customer experience.

Night Shift: Between 5:30 PM to 11:30 AM (You will be assigned any 9-hour shift within this time window)

Qualification: Open to all graduates and undergraduates.

Skills:

• Excellent communication skills (both written and verbal).
• Ability to handle challenging customer interactions with patience and professionalism.
• Strong problem-solving abilities.
• Good computer skills and familiarity with customer support tools/systems.
• Flexible, reliable, and able to work in a dynamic environment.

Selection Process:

Round 1: Initial Interview

Round 2: Assessment (Minimum 59% score required)

Round 3: Final Interview

Location Boundaries: Candidates must reside within the location boundaries shared in the email.

Work Mode: The first 6 months of employment will be based in-office. Following successful completion of the probationary period (6 months), employees may transition to a Work From Home arrangement based on performance.