Customer Support Executive

Zepto; Bengaluru; On-site; INR 279,000 - 502,000; Full time

Job summary

Zepto in Bengaluru is hiring for Customer Experience representatives to handle orders, deliveries, payments, refunds, cancellations, and missing or damaged products. You will communicate clearly, resolve issues, and ensure timely responses in a fast-paced setting.

Ideal candidates are graduates with 0–2 years in customer support, strong English, problem-solving, and familiarity with CRM tools. Shifts including weekends may apply; freshers encouraged to apply.

Qualifications

• Any graduate or undergraduate (10+2) likely acceptable.
• Strong English verbal and written communication.
• Familiarity with customer service tools and CRM.

Responsibilities

• Handle customer queries via inbound calls, chat, email, and other channels.
• Resolve issues related to orders, deliveries, payments, refunds, and cancellations.
• Coordinate with delivery partners and internal teams to resolve problems.
• Provide accurate information on orders, products, and policies.
• Process refunds, replacements, and cancellations per SOPs.
• Maintain records of interactions and resolutions in CRM.
• Meet CSAT, quality, productivity, and response-time targets.
• Escalate complex issues to the appropriate team.
• Follow SLAs and deliver a positive customer experience.

Skills

Customer Service

Communication

CRM Tools

Multitasking

Problem-Solving

Empathy

Order Management

Teamwork

Time Management

SLA Adherence

Education

Graduate or 12th pass

Tools

CRM Tools

Live Chat

Email/Support

Job description

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 fast-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