Advisor - Customer Experience

Group Bayport; Ahmedabad District; On-site; INR 300,000 - 480,000; Full time

Job summary

Group Bayport in Ahmedabad is seeking a proactive Marketplace Executive to manage customer communication through calls, chats, and emails. You will handle inquiries, resolve issues, process order-related requests, and ensure a smooth customer experience across multiple marketplace platforms.

You will coordinate with Production, Logistics, Sales, and Accounts to resolve issues, track orders, update CRM records, monitor SLA compliance, and prepare reports on customer interactions and performance

Qualifications

• Excellent verbal and written communication in English.
• Strong customer handling and problem-solving abilities.
• Ability to manage multiple conversations simultaneously.
• Familiarity with Excel and CRM/support tools.
• Ability to work under pressure and meet timelines.

Responsibilities

• Handle customer inquiries via inbound/outbound calls, live chat, and email.
• Provide accurate information regarding orders, deliveries, payments, returns, and product details.
• Resolve customer complaints and escalations within defined timelines.
• Coordinate with internal teams such as Production, Logistics, Sales, and Accounts for issue resolution.
• Manage marketplace communication for order updates, delays, shipment tracking, and payment follow-ups.
• Maintain high-quality customer service and professional communication standards.
• Update customer records, tickets, and order remarks in CRM/tools.
• Ensure timely responses to customer emails and chats as per SLA.
• Follow up with customers regarding pending information or order approvals.
• Monitor daily backlog and ensure resolution of open cases.
• Prepare and maintain reports related to customer interactions and issue tracking.

Skills

Excellent English communication

Customer handling

Problem solving

Multitasking

Coordination

Working under pressure

Tools

Excel

CRM systems

Support tools

Job description

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For more about Group Bayport, please visit

Designation: Marketplace Executive / Customer Support Executive

Job Summary

We are looking for a proactive and customer-focused Marketplace Executive to manage customer communication through calls, chats, and emails. The candidate will be responsible for handling customer queries, resolving issues, processing order-related requests, and ensuring a smooth customer experience across multiple marketplace platforms.

Key Responsibilities

• Handle customer inquiries via inbound/outbound calls, live chat, and email.
• Provide accurate information regarding orders, deliveries, payments, returns, and product details.
• Resolve customer complaints and escalations within defined timelines.
• Coordinate with internal teams such as Production, Logistics, Sales, and Accounts for issue resolution.
• Manage marketplace communication for order updates, delays, shipment tracking, and payment follow-ups.
• Maintain high-quality customer service and professional communication standards.
• Update customer records, tickets, and order remarks in CRM/tools.
• Ensure timely responses to customer emails and chats as per SLA.
• Follow up with customers regarding pending information or order approvals.
• Monitor daily backlog and ensure resolution of open cases.
• Prepare and maintain reports related to customer interactions and issue tracking.

Required Skills

• Excellent verbal and written communication skills in English.
• Good customer handling and problem-solving abilities.
• Ability to manage multiple conversations simultaneously.
• Basic knowledge of Excel and CRM/support tools.
• Strong coordination and follow-up skills.
• Ability to work under pressure and meet response timelines.