Support Executive

You will be responsible for responding promptly to customer inquiries through email, phone, and chat. You will offer solutions by identifying the root cause of the issue and guiding customers effectively. It is important for you to take ownership of customer issues, following problems through to resolution and troubleshoot product/service issues by working with relevant teams when needed. In case of identifying complex customer issues that require escalation, you will work closely with the escalation team to ensure timely resolution. Keeping accurate records of customer interactions and creating a knowledge base of common queries and solutions will also be part of your responsibilities. Additionally, you will gather and document customer feedback, providing insights to the product and operations teams to enhance product quality and customer satisfaction. Meeting or exceeding service-level agreements (SLAs), including response times, customer satisfaction ratings, and resolution times is crucial. Qualifications required for this role include a Bachelor's degree and 1 to 2 years of work experience in customer service. You should possess excellent written and verbal communication skills, strong interpersonal skills, and a customer-focused attitude. Being good at handling customers and showing empathy towards them is essential. A desire to work in a fast-paced and challenging work environment, along with a passion for delivering a great customer experience, is also required. Experience in using and operating MS-Excel with an aptitude for data is preferred. The preferred skills for this role include logistics or e-commerce experience or any kind of e-commerce enablement experience. Please note that the role will be based out of Bangalore with a 6-day working schedule and 5 days of working from the office.,