Marketplace eCommerce Executive - Customer Support

Roles and Responsibilities

Customer-Centric Support

Demonstrate a passion for delivering exceptional customer experiences and understanding customer needs and expectations.

Provide end-to-end customer support while ensuring prompt and accurate responses.

Query and Escalation Management

Address customer queries related to refunds, cancellations, delivery timelines, and product specifications.

Manage duplicate cases, delivery issues (e.g., broken items, weight discrepancies), and other related concerns.

Handle Amazon A-to-Z claims, return queries, and Buyer Q&A effectively and efficiently.

Problem-Solving and Follow-Up

Ensure timely resolution of escalations and proactively follow up with customers to maintain satisfaction.

Collaborate with internal teams to resolve complex issues and provide seamless service.

Technical Skills

Proficient in MS Excel, including V-Lookup, H-Lookup, and Pivot Tables, for efficient data management and reporting.

Key Skills and Competencies

Strong communication and interpersonal skills.

Proven ability to manage and resolve customer queries and complaints.

Expertise in eCommerce platforms and familiarity with marketplace operations (e.g., Amazon, Flipkart).

Excellent organizational skills with the ability to handle multiple tasks simultaneously.

Proficiency in Microsoft Excel for data analysis and reporting.