Customer Support Representative

Job Description

Responsibilities

Respond to customer inquiries across phone, email, chat, and social media in a timely, professional manner during the PST shift.

Handle order-related queries: order placement, tracking, cancellations, returns, refunds, and delivery exceptions.

Provide product information, gifting recommendations, and assist with personalization requests.

Record and update customer interactions in the CRM/Helpdesk, maintaining accurate notes and follow-ups.

Coordinate with operations, delivery, and quality teams to resolve delivery issues and product quality complaints.

Escalate complex issues to team leads or managers, following escalation protocols.

Meet or exceed KPIs: response time, resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).

Contribute to process improvements and knowledge base content to reduce repeat queries.

Assist with periodic campaigns (festival spikes, offers) and high-volume days proactively.

Must-have Qualifications

1–4 years of experience in customer service, preferably in e-commerce, D2C, or FMCG.

Comfortable working PST shift (9:00 AM – 6:00 PM PST) regularly.

Excellent written and spoken proficiency in Telugu, Hindi, English, and Tamil.

Strong problem-solving, empathy, and communication skills.

Familiarity with CRM/helpdesk tools (Zendesk, Freshdesk, Zoho Desk, or similar).

Ability to multitask and work under pressure during peak periods.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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