About the Role

We are looking for a

Customer Support Intern – Escalation Desk to assist in handling customer queries and escalations across

Voice, Chat, and Blended support channels

. This role offers an opportunity to gain hands-on experience in e-commerce customer support, issue resolution, and customer experience

.

Key Responsibilities

- Assist in handling customer queries and escalations through

Voice, Chat, and Blended channels

.

- Support customers with queries related to orders, deliveries, returns, refunds, cancellations, payments, and products

.

- Coordinate with internal teams to ensure timely resolution of customer issues.

- Follow up on open cases and ensure proper closure.

- Maintain accurate records of customer interactions and escalations.

- Identify recurring customer issues and highlight them to the team.

- Meet defined

TAT, quality, CSAT,



and productivity expectations.

- Follow customer support processes, guidelines, and escalation protocols.

Requirements

- Freshers / 0–1 year of experience in Customer Support, Customer Experience, or a similar role.

- Robust verbal and written communication skills.

- Comfortable handling

Voice, Chat, and Blended support processes.

- Good problem-solving and interpersonal skills.

- Ability to handle customer queries patiently and professionally.

- Basic knowledge of

MS Excel/Google Sheets and CRM/ticketing tools.

- Prior exposure to

E-commerce, Retail, Marketplace, or Consumer Internet is a plus.

- Willingness to work in a fast-paced customer-facing environment

.

📌 Customer Support Intern (Gurugram)
🏢 Snapdeal
📍 Gurugram