About the Role

nWe 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.

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nKey Responsibilities

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- Assist in handling customer queries and escalations through Voice, Chat, and Blended channels.
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- Support customers with queries related to orders, deliveries, returns, refunds, cancellations, payments, and products.
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- Coordinate with internal teams to ensure timely resolution of customer issues.
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- Follow up on open cases and ensure proper closure.
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- Maintain accurate records of customer interactions and escalations.
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- Identify recurring customer issues and highlight them to the team.
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- Meet defined TAT, quality, CSAT, and productivity expectations.




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

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- Freshers / 0–1 year of experience in Customer Support, Customer Experience, or a similar role.
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- Strong verbal and written communication skills.
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- Comfortable handling Voice, Chat, and Blended support processes.
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- Positive problem-solving and interpersonal skills.
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- Ability to handle customer queries patiently and professionally.
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- Basic knowledge of MS Excel/Google Sheets and CRM/ticketing tools.
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- Prior exposure to E-commerce, Retail, Marketplace, or Consumer Internet is a plus.
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- Willingness to work in a fast-paced customer-facing environment.
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📌 Customer Support Intern (Gurugram)
🏢 Snapdeal
📍 Gurugram