Responsible for resolving merchant queries, coordinating order and shipping issues with internal teams, and supporting merchant onboarding and engagement to maintain high satisfaction levels.
KRA: Task / Activities
- Respond to merchant tickets, calls, and live chat on Zoho Desk within SLA timelines and resolve queries accurately.
- Process NDR actions, track order/shipping issues, coordinate with shipping partners, and update merchants on status and delays.
- Coordinate with Operations, QC, Printing, Inventory, Sales/KAM, and other internal teams for issue resolution and escalation.
- Onboard current merchants by guiding them through integrations, catalog access, first sample orders, and onboarding milestones.
- Document recurring issues and feedback on ClickUp and continuously improve the Knowledge Base, playbooks, and SOPs.
KPI: Performance Metrics
- Average Response Time (ART): < 6 hours
- Ticket Resolution Time: < 24 hours for standard queries
- Call Connection Rate: > 90%
- Customer Satisfaction Score (CSAT): > 4.5/5
- Call disposition completed and number of escalations tracked
Required Skills
- Strong communication skills
- Customer-facing/support experience
- Zoho Desk, Zoho CRM and ClickUp
- Comfortable with Shopify/WooCommerce
Preferred skills
- Experience in SaaS, eCommerce or D2C
- Hindi/Tamil communication skills
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Commuter assistance
Experience:
- SaaS or e-commerce: 1 year (Required)
- customer support: 1 year (Required)
- CRM and ticketing systems: 1 year (Required)
Work Location: In person
📌 Customer Support Executive (Choolai)
🏢 Vedita Ventures
📍 Choolai
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