Senior Customer Service Executive (Amazon & Flipkart)

About the Role

We are looking for a high-performing Senior Customer Service Executive with proven experience in Amazon Vendor Central (VC) and Seller Central (SC) operations — especially in negative review management and buyer-seller message communication. The ideal candidate is fluent in English, detail-oriented, and capable of handling customer escalations efficiently across multiple communication channels. Candidates with team management, QA, or training experience will be preferred.

Key Responsibilities

• Handle Amazon VC, SC, and Flipkart customer cases, including negative review management, buyer-seller message replies, and escalation resolution.
• Draft professional, polite, and customer-focused responses via Amazon messages, WhatsApp, email, and phone calls.
• Coordinate with internal teams (product, logistics, and operations) to ensure timely and accurate issue resolution.
• Track and analyze complaint trends, customer feedback, and review patterns to identify improvement opportunities.
• Maintain detailed case trackers, escalation reports, and team performance logs.
• Support QA audits, staff training, and knowledge base updates when required.
• Assist in small team coordination, supervision, or mentoring activities.
• Demonstrate strong time management and the ability to meet service-level targets consistently.

Requirements

• Minimum 2–3 years of experience in Amazon VC and SC customer service or operations — negative review handling and buyer-seller message replies are mandatory.
• Experience in Flipkart or other e-commerce customer support is a plus.
• Hands-on experience using Instadesk, HubSpot, Salesforce, Zendesk, Zoho Desk, or Freshdesk.
• Fluent in English (spoken and written) with excellent communication and comprehension skills.
• Proficient in Microsoft Office, especially Excel for data management and reporting.
• Highly organized, efficient, and results-driven, able to multitask under pressure.
• Familiarity with Lingxing ERP and Super Browser (Ziniao) or other e-commerce management tools.
• Strong interpersonal and conflict management skills, capable of maintaining harmony within the team.-
• At least 1 year of small-team leadership or mentoring experience preferred.
• Bachelor’s degree in Business, Commerce, Communication, or a related field.

What We Offer

• Opportunity to work in an international company with exposure to cross-border operations.
• Supportive environment with potential for professional growth.

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Location:

• Mumbai, Maharashtra (Preferred)

Work Location: In person