Customer Support Lead

Job Overview

We are looking for a proactive and customer-focused E-commerce Executive to manage and resolve customer queries across multiple channels. The ideal candidate will be fluent in multiple languages to communicate effectively with a diverse customer base.

Key Responsibilities

• Handle customer inquiries via email, chat, phone, and social media in a timely and professional manner
• Resolve product, order, payment, delivery, and return-related queries efficiently
• Provide accurate information about products, services, and company policies
• Escalate complex issues to relevant teams and ensure timely follow-up
• Maintain records of customer interactions
• Collaborate with logistics, warehouse, and technical teams to resolve concerns and queries
• Able to handle escalations and resolve all customer queries with good CSAT scores

Required Skills & Qualifications

• Bachelors degree in any field (preferred)
• 5- 7 years of industry experience
• Proven experience in e-commerce, customer support, or a similar role
• Fluency in multiple languages (e.g., English + Malayalam, Telugu, Tamil, Kannada, and Hindi)
• Strong communication and interpersonal skills
• Problem-solving mindset with attention to detail
• Ability to handle high volumes of queries and multitask effectively
• Familiarity with e-commerce platforms and CRM tools

Preferred Qualifications

• Knowledge of customer support tools like Zoho Desk, Freshdesk, or similar is preferred
• Strong typing and documentation skills

Key Competencies

• Customer-centric approach
• Patience and empathy
• Time management and organizational skills

What We Offer

• Competitive salary
• Opportunity to work in a growing e-commerce environment
• Skill development and career growth opportunities