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 chance 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 rapid-paced customer-facing environment

.

📌 Customer Support Intern Gurugram (India)
🏢 Snapdeal
📍 India