Job Title: Customer Support Executive - IT / E-Commerce

Experience: 1-3 Years

Location: Chandigarh

Department: Customer Experience / Support

Job Summary:
Key Responsibilities:
Customer Handling
- Assist customers with order tracking, returns, refunds, cancellations, and exchanges.
- Resolve login issues, payment failures, and basic technical concerns.

IT / Technical Support
- Troubleshoot basic website/app-related issues.
- Coordinate with tech/product teams for bug resolution and escalations.
- Maintain accurate logs in CRM/ticketing systems.

Process & Performance
- Meet KPIs such as First Response Time (FRT), Resolution Time (TAT), and CSAT.
- Follow SLA guidelines and ensure mínimal escalation cases.
- Suggest improvements to enhance customer experience and reduce repeat issues.





Required Skills:
- 1-3 years of experience in IT Support / E-commerce Customer Service.
- Solid communication skills (verbal & written).
- Basic understanding of payment gateways, online order management, and CRM tools.
- Familiarity with ticketing platforms like Zendesk, Freshdesk, or Zoho Desk.
- Good problem-solving skills and ability to multitask.
- Customer-focused mindset with a positive attitude.

Preferred Qualifications:
- Graduate in any stream (IT background is a plus).
- Knowledge of basic technical troubleshooting.

Work Location: In person

📌 Customer Support Executive (Chandigarh)
🏢 Idea Clan
📍 Chandigarh