Role Summary

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