Job Summary

We are looking for customer-focused and enthusiastic individuals to join our Customer Experience team. The selected candidates will handle customer queries related to orders, deliveries, payments, refunds, cancellations, and missing or damaged products. The role requires excellent communication, problem-solving skills, and the ability to work in a fast-paced environment.

Looking for immediate joiners only

Key Responsibilities

- Handle customer queries through inbound calls, live chat, email, and other support channels, depending on the assigned process.
- Resolve customer concerns related to order status, delayed deliveries, cancellations, payment failures, refunds, and missing or damaged items.
- Coordinate with delivery partners, store operations teams, and relevant internal departments to resolve customer issues.
- Provide accurate information regarding orders, products, payments, and company policies.
- Process eligible refunds, replacements, and cancellations according to company policies.
- Maintain accurate records of customer interactions and resolutions in CRM or support systems.
- Meet customer satisfaction (CSAT), quality, productivity, and response-time targets.
- Escalate complex or unresolved issues to the appropriate team.
- Follow company policies,



standard operating procedures (SOPs), and service-level agreements (SLAs).
- Deliver a positive customer experience through professional communication, empathy, and timely resolution.

Eligibility Criteria

- Educational Qualification: Any graduate or undergraduate (10+2)
- Experience: 0–2 years in customer support, customer service, BPO, or e-commerce support; freshers may be considered.
- Good verbal and written communication skills in English.
- Basic computer knowledge and familiarity with customer service tools.
- Strong problem-solving skills and a customer-first attitude.
- Ability to multitask and work under pressure in a rapid-paced environment.
- Willingness to work rotational shifts, weekends, and public holidays as required.

Required Skills

- Customer Service and Customer Relationship Management
- Verbal and Written Communication
- Complaint Handling and Issue Resolution
- Problem-Solving and Decision-Making
- Empathy and Active Listening
- Order Management and Refund Coordination
- CRM Tools and Computer Operations
- Time Management and Multitasking
- Teamwork and Coordination
- Customer Satisfaction (CSAT) and SLA Adherence

Looking for immediate joiners only

📌 Customer Support Executive (Bengaluru)
🏢 Zepto
📍 Bengaluru