1. Job Summary

We are looking for a Customer Support Agent who will be responsible for handling customer queries, complaints, order-related issues, and service requests through assigned communication channels.

The candidate will be responsible for providing accurate and timely resolutions, maintaining 100% ticket logging in Zendesk, coordinating with internal teams, and ensuring customer issues are resolved within defined SLA/TAT.

The role requires robust communication, problem-solving skills, customer handling ability, and a high level of ownership.

2. Key ResponsibilitiesCustomer Handling

- Handle customer queries through phone, email, chat, WhatsApp, and other assigned channels.
- Understand customer concerns and provide appropriate resolutions.
- Handle queries related to:
- Order status
- Delivery and shipment delays
- Cancellation
- Returns and refunds
- Replacement requests
- Damaged or incorrect products
- Payment-related issues
- Product information
- Complaints and escalations
- Maintain professional and empathetic communication with customers.
- Ensure customers receive accurate information and timely updates.

Zendesk Ticket Management

- Log 100% of applicable customer interactions/issues in Zendesk.
- Create tickets with complete and accurate customer and order information.
- Correctly categorise, tag, prioritise and assign tickets.




- Maintain complete communication history and resolution notes.
- Monitor assigned tickets and ensure closure within the defined SLA/TAT.
- Follow up on pending tickets with the relevant internal teams.
- Ensure no customer complaint or issue remains unlogged or unattended.
- Escalate unresolved or critical issues to the Team Leader as per the escalation matrix.

Stellar / Order Management

- Check relevant order and operational information in Stellar.
- Verify order status, inventory, dispatch, cancellation, return and other relevant information before communicating with customers.
- Coordinate with warehouse, inventory, logistics, finance and operations teams for resolution.
- Report discrepancies between customer complaints and system information.
- Ensure the information provided to customers matches the latest available system status.

Complaint Resolution

- Take complete ownership of assigned customer complaints.
- Attempt First Contact Resolution (FCR) wherever possible.
- Handle difficult or dissatisfied customers professionally.
- Escalate high-priority cases within the defined TAT.
- Follow up until the issue is completely resolved.
- Ensure proper closure remarks are added to the Zendesk ticket.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Customer Support Agent (India)
🏢 The Tech Tonic
📍 India