Customer Support Executive — eCommerce (Voice & Chat)

We are seeking a Customer Support Executive — eCommerce (Voice & Chat) to support our UAE eCommerce customers from our India-based offshore support hub. The role involves handling customer queries through voice and chat, resolving issues accurately and efficiently, coordinating with relevant teams, and ensuring a high standard of customer service.

Key Responsibilities

• Handle inbound calls and live chat on order status, delivery timelines, returns, refunds, payments, promotions and general product queries.
• Manage multiple chat conversations concurrently while maintaining response time and quality standards.
• Log every interaction accurately in the CRM and follow up on open cases until closure.
• Coordinate with delivery, store and operations teams in the UAE to resolve customer issues.
• Escalate complex or sensitive cases to senior team members with complete context.
• Meet individual targets on AHT, first response time, resolution rate, CSAT and quality.
• Follow all process, compliance and data privacy guidelines.

Required

• 2–3 years of customer support experience in an MNC BPO or captive support centre.
• Experience supporting an eCommerce, marketplace, quick-commerce or online pharmacy account — Amazon, Flipkart, Tata 1mg, PharmEasy, Nykaa, Meesho, Swiggy, Zomato or similar.
• Strong spoken and written English — clear, professional, error-free chat and email writing.
• Hands-on experience on voice, chat or both; blended-process experience preferred.
• Working knowledge of CRM/ticketing tools and basic computer proficiency.
• Currently based in or willing to relocate to Kollam; open to rotational shifts aligned to UAE business hours.
• Graduate in any discipline.