Customer Support Associate

SR Hirings; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

SR Hirings in Pune seeks a Customer Support Associate to provide high-quality seller support across voice, chat, and email. You will diagnose issues, resolve queries, and guide sellers through onboarding, catalog, pricing, orders, and refunds.

The role emphasizes ownership, empathy, and clear communication to maintain excellent seller satisfaction, with strict adherence to SLAs and escalation procedures in a high-volume environment.

Qualifications

• Experience in E-Commerce, Seller Support, Customer Support, or a similar environment.
• Strong verbal and written communication with sellers.
• Customer service orientation with empathy and ownership.
• Ability to navigate multiple systems and follow policies.

Responsibilities

• Handle seller contacts across voice, chat, email with timely, accurate assistance.
• Assist across onboarding, catalog, pricing, orders, and refunds in the seller journey.
• Diagnose issues using SOPs and provide correct resolutions.
• Deliver a strong seller experience with clear communication and ownership.
• Maintain accurate case documentation in the CRM and escalate as needed.
• Identify recurring issues and VoS insights for process improvements.

Skills

E-Commerce knowledge

Seller support

Customer service orientation

Verbal & written communication

Multitasking

Tools

CRM software

Knowledge base

Case management

Job description

Customer Support Associate

Role Purpose

The Seller Support Associate will be responsible for providing high-quality, accurate, and timely support to sellers across multiple contact channels. The role involves understanding seller queries, diagnosing issues, providing appropriate resolutions within defined processes and policies, and ensuring a positive seller experience throughout the seller journey. The Associate will be accountable for individual quality and productivity performance while also identifying recurring seller issues, contact drivers, and Voice of Seller insights that can help improve processes and the overall seller experience.

Key Responsibilities

1. Handle Seller Contacts & Provide End-to-End Support Respond to seller queries across assigned channels such as voice, chat, email, or other supported channels and provide professional, timely, and accurate assistance. Understanding the seller's concern, demonstrate ownership, and manage the interaction through to resolution or appropriate escalation in accordance with defined processes and SLAs.
2. Support Sellers Across the Complete Seller Journey Handle queries across relevant seller processes, including onboarding, account management, catalog and listings, pricing, inventory, orders, fulfillment, shipping, returns, refunds, payments, seller performance, account health, promotions, disputes, appeals, and other supported seller-services processes. Build sufficient process knowledge to accurately diagnose and resolve common seller issues.
3. Diagnose Issues & Deliver Accurate Resolution Ask appropriate questions, understand the underlying issue, research available information and systems, and provide the correct resolution using approved SOPs, knowledge resources, policies, and tools. Ensure responses are complete and accurate and avoid unnecessary transfers, repeat contacts, or incorrect information.
4. Deliver a Strong Seller Experience Demonstrate ownership, professionalism, empathy, active listening, and clear communication throughout every seller interaction. Simplify complex information for sellers, set appropriate expectations, and ensure sellers understand the resolution or next steps. Never provide unauthorized commitments, unsupported information, or policy interpretations outside the Associate's defined authority.
5. Meet Individual Quality, Productivity & SLA Expectations Consistently achieve assigned targets for quality, productivity, AHT, SLA/adherence, FCR, attendance, schedule adherence, and other applicable performance measures. Take ownership of individual performance, understand performance gaps, actively participate in coaching, and implement feedback provided by Team Leaders, Quality, SMEs, and Operations.
6. Follow Process, Policy, Security & Compliance Requirements Strictly follow approved SOPs, workflows, policies, communication standards, access controls, data privacy, information-security requirements, and other client or regulatory controls. Protect confidential seller and business information and immediately escape suspected fraud, policy violations, security concerns, or other high-risk issues through the defined escalation process.
7. Manage Escalations & Exceptions Appropriately Identify issues that cannot be resolved at L1 based on defined processes, authority levels, or available tools and elevate them through the appropriate channel. Provide complete and accurate case information when escalating to SMEs, Team Leaders, or other support teams and ensure appropriate documentation and follow-up are completed.
8. Maintain Accurate Case Documentation & Records Document seller interactions, issue details, troubleshooting performed, resolution provided, commitments, and escalation information accurately in the designated CRM or case-management system. Ensure case notes are clear, complete, and sufficient for another team member or downstream function to understand the interaction and continue support without unnecessary seller repetition.
9. Capture Contact Drivers & Voice of Seller Identify recurring seller concerns, emerging issues, process gaps, system problems, policy confusion, and other contact drivers observed during seller interactions. Proactively share meaningful Voice of Seller (VoS) insights with Team Leaders and SMEs.
10. Contribute to Continuous Improvement & Team Success Actively participate in process improvements, knowledge updates, calibration sessions, team initiatives, and operational improvement activities. Share practical feedback from seller interactions, adopt approved process changes quickly, support a collaborative team environment and continuously improve product, process, communication, and problem-solving capabilities.

Success in the Role

Success will be measured through quality and process accuracy, productivity, SLA adherence, AHT, FCR, seller satisfaction, resolution effectiveness, case documentation accuracy, attendance and schedule adherence, compliance, effective escalation management, and the quality of Voice of Seller and contact-driver insights contributed to the operation.

Ideal Candidate

• Experience in E-Commerce, Seller Support, Customer Support, Contact Center, BPO, or a similar customer-facing environment is preferred.
• Strong verbal and written communication skills with the ability to communicate clearly and professionally with sellers.
• Strong customer/seller service orientation with empathy, active listening, and ownership.
• Ability to understand, troubleshoot, and resolve process-related queries accurately.
• Comfortable working in a high-volume, target-driven environment.
• Strong attention to detail and ability to follow defined processes and policies.
• Ability to navigate multiple systems, tools, knowledge bases, and case-management platforms.
• Strong problem-solving and decision-making skills within defined authority levels.
• Ability to manage difficult interactions and maintain professionalism under pressure.
• Willingness to learn new products, processes, systems, and policy changes quickly.
• Strong accountability for individual quality, productivity attendance, and overall performance.
• Proactive mindset with the ability to identify seller pain points and contribute meaningful operational feedback.

Working Details

5.5 Days working
Rotational shift and Week off
Location Pune