Customer Support Specialist

About Silkrute

Silkrute is a fast-growing B2C e-commerce platform connecting Indian sellers with global buyers, simplifying cross-border trade through a seamless digital experience. We are committed to operational excellence, reliable logistics, and customer-first service.

As we scale, we are looking for a Customer Support Specialist who can deliver quick, accurate, and empathetic resolutions while ensuring a world-class customer experience.

Role Overview

The Customer Support Specialist will be the first point of contact for customers, responsible for handling queries, resolving complaints, coordinating with internal teams, and ensuring timely order lifecycle support.

We’re looking for someone who thrives in a high-volume, process-driven e-commerce environment, is solution-oriented, and is passionate about customer satisfaction.

Key Responsibilities

• Handle customer queries via email, chat, and calls with professionalism and empathy.
• Provide end-to-end resolution for order, payment, product, shipment, return, and refund-related issues.
• Ensure SLA-based response and resolution timelines are consistently met.
• Proactively follow up with customers until closure.
• Track and manage issues related to order processing, fulfillment, and delivery delays.
• Coordinate with logistics, warehouse, sourcing, finance, and tech teams for quick resolution.
• Maintain accurate records of customer interactions in CRM/ticketing tools.
• Identify and prioritize critical / high-impact cases.
• Escalate complex issues with proper documentation and analysis.
• Work towards reducing repeat complaints through root-cause identification.
• Understand customer sentiment and diffuse difficult situations effectively.
• Deliver a customer-first approach in every interaction.
• Suggest process improvements based on recurring issues and customer feedback.
• Ensure accurate ticket tagging, documentation, and reporting.
• Follow SOPs, quality standards, and compliance guidelines.
• Contribute to knowledge base and process optimization.

Required Skills & Qualifications

• Minimum 5–7 years of experience in Customer Support, preferably in e-commerce / marketplace
• Strong understanding of order lifecycle, returns, refunds, and logistics flow.
• Excellent verbal and written communication skills in English (preferred).
• Experience with CRM / ticketing tools (e.g., Freshdesk, Zendesk, Zoho, etc.).
• Strong problem-solving and multitasking abilities.
• High attention to detail and ownership mindset.
• Ability to work in a fast-paced, target-driven environment.

Preferred Qualifications

• Prior experience in cross-border e-commerce or supplier/buyer support.
• Graduation in any discipline.
• Familiarity with SLA, CSAT, FCR, and productivity metrics.

Behavioral Competencies

• Customer-first mindset
• Bias for action
• Strong follow-through
• Process-oriented thinking
• Team collaboration
• Adaptability in a scaling environment

Why Join Us?

• Opportunity to work in a high-growth global e-commerce ecosystem
• Dynamic and collaborative work culture
• Career growth and learning opportunities
• Direct impact on customer experience and business success

Working Days / Shift: 9 to 7 (alternate Saturdays working)
Compensation: As per industry standards

Job Type: Full-time

Pay: ₹12,024.82 - ₹41,783.25 per month

Benefits:

• Cell phone reimbursement

Experience:

• Customer support: 5 years (Required)

Language:

• English (Required)

Work Location: In person