Customer Support Engineer

Customer Support Executive – English & Hindi (E-Commerce)About the Role

We are looking for a sharp, proactive Customer Support Executive who can understand our product range, communicate clearly with customers, and resolve issues with speed and empathy. The role requires strong English & Hindi communication skills, product learning ability, and comfort with e-commerce workflows (Amazon, Flipkart, Shopify).

Key Responsibilities

• Handle inbound & outbound customer queries via phone, WhatsApp, email, and marketplace tickets (Amazon/Flipkart).
• Understand product catalog deeply (home improvement, hardware, kitchen, storage products) to give accurate solutions.
• Diagnose customer problems logically and guide them with troubleshooting steps, installation support, or replacement processes.
• Manage refunds, replacements, and escalations in line with marketplace SLAs.
• Coordinate with warehouse team for quick dispatch of spare parts/replacements.
• Prepare customer issue logs, maintain CRM notes, and share daily support reports.
• Track product reviews/ratings and flag recurring issues to the internal team.
• Educate customers on product usage, features, and installation videos/manuals.
• Resolve complaints calmly and ensure customer satisfaction KPI is met.
• Follow SOPs for post-purchase support, warranty handling, and QC feedback.

Skills & Requirements

• Strong communication in English & Hindi (spoken + written).
• Logical thinker with ability to understand technical/functional products.
• Prior experience in customer support for Amazon/Flipkart brands is preferred.
• Ability to read customer sentiment and handle sensitive cases professionally.
• Comfortable using CRM tools, Google Sheets, WhatsApp Web, email, and marketplace portals.
• Problem-solving attitude with ownership mindset.
• Minimum 1–3 years experience in customer support or e-commerce operations.
• Ability to multitask and manage workload independently.

Job Types: Full-time, Permanent

Pay: ₹28,000.00 - ₹45,000.00 per month

Work Location: In person