Customer Support Executive

Key Responsibilities 

1. Handle Seller Contacts & Provide End-to-End Support 

Respond to seller queries across assigned channels such as voice, chat, email, 

or other supported channels and provide professional, timely, and accurate 

assistance. Understand the seller's concern, demonstrate ownership, and 

manage the interaction through to resolution or appropriate escalation in 

accordance with defined processes and SLAs. 

2. Support Sellers Across the Complete Seller Journey 

Handle queries across relevant seller processes, including onboarding, account 

management, catalog and listings, pricing, inventory, orders, fulfillment, shipping, 

returns, refunds, payments, seller performance, account health, promotions, 

disputes, appeals, and other supported seller-services processes. Build sufficient 

process knowledge to accurately diagnose and resolve common seller issues. 

3. Diagnose Issues & Deliver Accurate Resolution 

Ask appropriate questions, understand the underlying issue, research available 

information and systems, and provide the correct resolution using approved 

SOPs, knowledge resources, policies, and tools. Ensure responses are complete 

and accurate and avoid unnecessary transfers, repeat contacts, or incorrect 

information. 

4. Deliver a Strong Seller Experience 

Demonstrate ownership, professionalism, empathy, active listening, and clear 

communication throughout every seller interaction. Simplify complex information 

for sellers, set appropriate expectations, and ensure sellers understand the 

resolution or next steps. Never provide unauthorized commitments, unsupported 

information, or policy interpretations outside the Associate's defined authority. 

5. Meet Individual Quality, Productivity & SLA Expectations 

Consistently achieve assigned targets for quality, productivity, AHT, 

SLA/adherence, FCR, attendance, schedule adherence, and other applicable 

performance measures. Take ownership of individual performance, understand 

performance gaps, actively participate in coaching, and implement feedback 

provided by Team Leaders, Quality, SMEs, and Operations. 

6. Follow Process, Policy, Security & Compliance Requirements 

Strictly follow approved SOPs, workflows, policies, communication standards, 

access controls, data privacy, information-security requirements, and other client 

or regulatory controls. Protect confidential seller and business information and 

immediately escalate suspected fraud, policy violations, security concerns, or 

other high-risk issues through the defined escalation process. 

7. Manage Escalations & Exceptions Appropriately 

Identify issues that cannot be resolved at L1 based on defined processes, 

authority levels, or available tools and escalate them through the appropriate 

channel. Provide complete and accurate case information when escalating to 

SMEs, Team Leaders, or other support teams and ensure appropriate 

documentation and follow-up are completed. 

8. Maintain Accurate Case Documentation & Records 

Document seller interactions, issue details, troubleshooting performed, resolution 

provided, commitments, and escalation information accurately in the designated 

CRM or case-management system. Ensure case notes are clear, complete, and 

sufficient for another team member or downstream function to understand the 

interaction and continue support without unnecessary seller repetition. 

9. Capture Contact Drivers & Voice of Seller 

Identify recurring seller concerns, emerging issues, process gaps, system 

problems, policy confusion, and other contact drivers observed during seller 

interactions. Proactively share meaningful Voice of Seller (VoS) insights with 

Team Leaders and SMEs, including seller pain points, recurring questions, 

reasons for dissatisfaction, and opportunities to improve the seller journey. 

10. Contribute to Continuous Improvement & Team Success 

Actively participate in process improvements, knowledge updates, calibration 

sessions, training, coaching, team initiatives, and operational improvement 

activities. Share practical feedback from seller interactions, adopt approved 

process changes quickly, support a collaborative team environment, and 

continuously improve product, process, communication, and problem-solving 

capabilities.