Key Responsibilities

1. Handle Seller Contacts & Provide End-to-End Support

Respond to seller queries across assigned channels such as voice, chat, email,

or other supported channels and provide professional, timely, and accurate

assistance. Understand the seller's concern, demonstrate ownership, and

manage the interaction through to resolution or appropriate escalation in

accordance with defined processes and SLAs.

2. Support Sellers Across the Complete Seller Journey

Handle queries across relevant seller processes, including onboarding, account

management, catalog and listings, pricing, inventory, orders, fulfillment, shipping,

returns, refunds, payments, seller performance, account health, promotions,

disputes, appeals, and other supported seller-services processes. Build sufficient

process knowledge to accurately diagnose and resolve common seller issues.

3. Diagnose Issues & Deliver Accurate Resolution

Ask appropriate questions, understand the underlying issue, research available

information and systems, and provide the correct resolution using approved

SOPs, knowledge resources, policies, and tools. Ensure responses are complete

and accurate and avoid unnecessary transfers, repeat contacts, or incorrect

information.

4. Deliver a Strong Seller Experience

Demonstrate ownership, professionalism, empathy, active listening, and clear

communication throughout every seller interaction. Simplify complex information

for sellers, set appropriate expectations, and ensure sellers understand the

resolution or next steps. Never provide unauthorized commitments,



unsupported

information, or policy interpretations outside the Associate's defined authority.

5. Meet Individual Quality, Productivity & SLA Expectations

Consistently achieve assigned targets for quality, productivity, AHT,

SLA/adherence, FCR, attendance, schedule adherence, and other applicable

performance measures. Take ownership of individual performance, understand

performance gaps, actively participate in coaching, and implement feedback

provided by Team Leaders, Quality, SMEs, and Operations.

6. Follow Process, Policy, Security & Compliance Requirements

Strictly follow approved SOPs, workflows, policies, communication standards,

access controls, data privacy, information-security requirements, and other client

or regulatory controls. Protect confidential seller and business information and

immediately escalate suspected fraud, policy violations, security concerns, or

other high-risk issues through the defined escalation process.

7. Manage Escalations & Exceptions Appropriately

Identify issues that cannot be resolved at L1 based on defined processes,

authority levels, or available tools and escalate them through the appropriate

channel.



Provide complete and accurate case information when escalating to

SMEs, Team Leaders, or other support teams and ensure appropriate

documentation and follow-up are completed.

8. Maintain Accurate Case Documentation & Records

Document seller interactions, issue details, troubleshooting performed, resolution

provided, commitments, and escalation information accurately in the designated

CRM or case-management system. Ensure case notes are clear, complete, and

sufficient for another team member or downstream function to understand the

interaction and continue support without unnecessary seller repetition.

9. Capture Contact Drivers & Voice of Seller

Identify recurring seller concerns, emerging issues, process gaps, system

problems, policy confusion, and other contact drivers observed during seller

interactions. Proactively share meaningful Voice of Seller (VoS) insights with

Team Leaders and SMEs, including seller pain points, recurring questions,

reasons for dissatisfaction, and opportunities to improve the seller journey.

10. Contribute to Continuous Improvement & Team Success

Actively participate in process improvements, knowledge updates, calibration

sessions, training, coaching, team initiatives, and operational improvement

activities. Share practical feedback from seller interactions, adopt approved

process changes quickly, support a cooperative team environment, and

continuously improve product, process, communication, and problem-solving

capabilities.

📌 Customer Support Executive (Pune)
🏢 Yadsan
📍 Pune