Customer Service Executive (E-commerce | Voice, Email & Chat) - New Delhi

Summitnext; New Delhi; On-site; INR 330,000 - 350,000; Full time

Job summary

SummitNext in India is seeking an enthusiastic Customer Support Executive to engage customers via voice, email, and live chat. You will ensure a seamless experience by addressing order statuses, returns, refunds, and product inquiries with a professional approach.

The role requires 1+ year in BPO/customer service, strong English communication, and the ability to manage multiple interactions in a fast-paced environment. On-site work with shifts and a clear growth path within SummitNext.

Qualifications

• Minimum 1 year of experience in a BPO customer support or customer service role.
• Experience in the e‑commerce industry is an added advantage.
• Minimum qualification: 12th Pass (Higher Secondary) or above.
• Excellent command of spoken and written English with a clear, neutral, internationally understandable accent.
• Strong verbal communication skills with the ability to engage confidently with customers from diverse backgrounds.
• Excellent problem‑solving and interpersonal skills.
• Comfortable working in a fast‑paced environment and handling multiple customer interactions.
• Basic computer proficiency and familiarity with CRM or customer support platforms is an advantage.

Responsibilities

• Handle customer inquiries via voice calls, email, and live chat in a professional and timely manner.
• Assist customers with order status, delivery updates, returns, refunds, product information, and account‑related inquiries.
• Resolve customer concerns by identifying the appropriate solution while following company policies and procedures.
• Accurately document customer interactions in the CRM and support systems.
• Achieve quality, productivity, customer satisfaction, and service level targets.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Deliver a positive, empathetic, and professional customer experience in every interaction.

Skills

English fluency

Verbal communication

Problem solving

Interpersonal skills

CRM familiarity

Education

12th Pass or higher

Tools

CRM platforms

Job description

About the Role

Are you passionate about delivering exceptional customer service and communicating confidently in English? Join our growing team supporting a leading global e-commerce brand, where you'll interact with customers through voice calls, email, and live chat while providing outstanding service and creating a seamless customer experience.

Key Responsibilities

• Handle customer inquiries via voice calls, email, and live chat in a professional and timely manner.
• Assist customers with order status, delivery updates, returns, refunds, product information, and account‑related inquiries.
• Resolve customer concerns by identifying the appropriate solution while following company policies and procedures.
• Accurately document customer interactions in the CRM and support systems.
• Achieve quality, productivity, customer satisfaction, and service level targets.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Deliver a positive, empathetic, and professional customer experience in every interaction.

Qualifications & Skills

• Minimum 1 year of experience in a BPO customer support or customer service role.
• Experience in the e‑commerce industry is an added advantage.
• Minimum qualification: 12th Pass (Higher Secondary) or above.
• Excellent command of spoken and written English with a clear, neutral, and internationally understandable accent.
• Strong verbal communication skills with the ability to engage confidently with customers from diverse backgrounds.
• Excellent problem‑solving and interpersonal skills.
• Comfortable working in a fast‑paced environment and handling multiple customer interactions.
• Basic computer proficiency and familiarity with CRM or customer support platforms is an advantage.

What You’ll Gain

• Opportunity to work with a leading global e‑commerce client.
• Comprehensive onboarding and professional training.
• Career growth and development opportunities within a fast‑growing organization.
• Supportive, collaborative, and inclusive work environment.
• Performance‑based incentives in addition to the annual CTC.

Why Join SummitNext?

At SummitNext, we believe in developing talent and providing opportunities to grow. You'll be part of a dynamic team that values collaboration, continuous learning, and delivering exceptional customer experiences.

Employment Type: Full‑Time (Work From Office)

Working Hours: 9‑hour rotational shifts, 5 days a week (aligned with Malaysia Time)

Salary: INR 3.3 – 3.5 Lakhs per annum (CTC, including benefits)