Customer Support Executive

Job Title: Customer Support Executive E-commerce (Buyer & Seller Support + AI Enablement)

Experience: 24 Years

Location: Marol, Andheri

Type: Full-time | On-site

Timing:9:30 AM 6:30 PM (MonFri WFO, All Sat WFH)

About Gajab:

Bring the Bazaar Online

Gajab is reimagining online shopping for India's next 100 million value-seeking users. We're building India's first AI-powered bargaining marketplace where technology negotiates on behalf of customers and sellers, recreating the interactive, joyful bazaar experience at your fingertips.

Our Mission: To bring the real "desiness" of shopping online the thrill of negotiation, the joy of getting a great deal, and the human touch of India's vibrant bazaars all powered by smart technology.

About the Role

We are building a fast-growing e-commerce marketplace and are looking for a Customer Support Executive who can deliver high-quality support across both buyer and seller journeys. This role goes beyond traditional support you will also play a key role in leveraging AI tools and automations to improve efficiency, reduce response times, and enhance overall customer experience.

The ideal candidate should be fluent in English, Hindi, Gujarati, and Marathi, and comfortable handling both chat and voice support.

Key Responsibilities

• Handle customer and seller queries via chat, email, and voice calls in a timely and professional manner
• Support both buyers (orders, payments, returns, refunds) and sellers (if required - order management, payouts, platform queries)
• Resolve complaints efficiently with a strong focus on empathy, ownership, and resolution quality
• Coordinate with internal teams (logistics, seller onboarding, tech, category) for issue resolution
• Maintain accurate records of interactions in CRM/ticketing systems

AI & Automation Responsibilities

• Identify repetitive query patterns and suggest opportunities for automation
• Work with internal teams to build and improve AI-driven workflows (chatbots, canned responses, auto-resolution flows)
• Train and optimize AI support tools by refining prompts, response templates, and knowledge base content
• Continuously improve self-serve help content (FAQs, flows, scripts) to reduce inbound tickets
• Monitor AI performance (accuracy, resolution rate) and escalate gaps for improvement

Must-Have Experience:

• 24 years of experience in customer support, preferably in an e-commerce or marketplace setup
• Strong command over English, Hindi, Gujarati, and Marathi (spoken & written)
• Experience handling both chat and voice support
• Solid understanding of e-commerce workflows (order lifecycle, returns, refunds, COD, seller operations, logistics)
• Exposure to or willingness to learn AI tools / automation platforms / chatbot systems
• Proficiency in CRM tools, ticketing systems, and basic Excel
• Strong problem-solving and multitasking abilities

Good to Have

• Experience in buyer + seller (two-sided marketplace) support
• Hands-on exposure to chatbot tools, automation workflows, or AI-based support systems
• Understanding of CX metrics (CSAT, NPS, FCR)
• Prior experience in high-volume support environments

What Were Looking For

• Customer-first mindset with strong ownership
• Curiosity and willingness to experiment with AI-driven efficiencies
• Ability to think in terms of scalable solutions, not just one-time fixes
• Calm and structured approach to handling escalations
• Process-oriented with attention to detail

KPIs / Success Metrics

• Customer & Seller Satisfaction (CSAT)
• First Response Time (FRT)
• Resolution Time
• First Contact Resolution (FCR)
• AI-driven ticket deflection / automation rate
• Quality Assurance (QA) scores

How to Apply

Send your resume to: hr@gajab.com

Subject Line: "Customer Support Executive - [Your Name]"

What Happens Next:

• We'll acknowledge your application within 24-48 hours
• Shortlisted candidates will be contacted within 10 days