JOB DESCRIPTION
Customer Care Executive DuroFlex
Account
DuroFlex
Position
Customer Care Executive
Bengaluru, Karnataka
Up to 30,000 per month
Full-Time
Location
Maximum CTC
Employment Type
Job Location / Office Address
2nd Floor, 30/6, Hosur Main Road, near Trident Tech Park, Muneswara Nagar, Sector 6, HSR Layout, Bengaluru,
Karnataka
About the Role
DuroFlex is looking for a Customer Care Executive with strong customer service and communication skills. The
ideal candidate should have prior E-commerce BPO experience and hands-on knowledge of ticketing/CRM
tools. The candidate will handle customer queries, complaints, service requests, and ticket resolution while
ensuring a high-quality customer experience.
Key Responsibilities
Handle customer queries, complaints, service requests, and order-related concerns through calls, email, chat,
and support systems.
Create, update, track, follow up, and close customer tickets within defined TAT/SLA.
¢ Handle e-commerce customer support processes, including order status, delivery issues, returns, replacements,
cancellations, and complaints.
¢ Use ticketing/CRM tools to maintain accurate customer and case information.
¢ Coordinate with logistics, warehouse, service, delivery, and internal teams for timely issue resolution.
¢ Follow up on open tickets until complete resolution and closure.
¢ Escalate unresolved or high-priority cases to the appropriate team.
¢ Maintain professional, empathetic, and customer-focused communication.




¢ Prepare and maintain ticket status, customer feedback, and support-related reports.
¢ Adhere to quality standards, company policies, TATs, and SLAs.
Required Skills & Qualifications
¢ Prior experience in an E-commerce BPO / E-commerce Customer Support process is preferred/required.
¢ Hands-on experience with ticketing tools / CRM systems is mandatory.
¢ Positive knowledge of ticket creation, updating, tracking, escalation, and closure.
¢ Excellent verbal and written communication skills in English; Hindi is an added advantage.
¢ Strong customer service, listening, problem-solving, and interpersonal skills.
¢ Good understanding of TAT, SLA, escalation, and customer complaint handling.
¢ Comfortable working with computers, CRM/ticketing systems, and MS Excel.

¢ Ability to multitask and work in a fast-paced BPO/e-commerce environment.
Preferred Experience
13 years of experience in Customer Support, Customer Care, E-commerce BPO, Contact Center, Helpdesk, or
Ticketing Process. Candidates with strong hands-on experience in e-commerce support and ticketing platforms will
be preferred.
Compensation
Maximum CTC: 30,000 per month, depending on candidate profile, experience, communication skills, and
relevant e-commerce BPO/ticketing experience.
Candidate Profile
We are looking for a customer-focused, professional, and confident candidate who can manage e-commerce
customer interactions, work efficiently on ticketing tools, and ensure timely resolution of customer issues.

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