Customer Support Executive

Vishal Mega Mart; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Vishal Mega Mart seeks a customer support specialist to handle complaints via voice, email, and live chat. You will identify root causes, provide solutions, and collaborate with internal teams to resolve issues efficiently. The role emphasizes empathy, accuracy, and timely communication in a fast-paced retail environment.

The candidate should have 2–4 years in customer support and be a graduate. English and Hindi proficiency are essential for daily interactions and problem resolution.

Qualifications

• 2–4 years of experience in customer support
• Graduate in any discipline

Responsibilities

• Handle and resolve customer complaints via voice, email, and live chat.
• Understand concerns, identify root causes, and provide accurate solutions or alternatives.
• Maintain high customer satisfaction through swift, empathetic communication.
• Collaborate with internal teams (support, technical, logistics, store) to resolve issues.
• Log and track interactions and resolutions using CRM systems.

Skills

Communication (English/Hindi)

Conflict resolution

Problem solving

Stress management

Education

Bachelor’s degree

Tools

CRM systems

Email platforms

Chat tools

Job description

Role & responsibilities

• Handle and resolve customer complaints and escalations in a timely and effective manner through voice calls, emails, and live chat.
• Understand customer concerns, identify root causes, and provide accurate solutions or alternatives.
• Maintain a high level of customer satisfaction by ensuring swift and empathetic communication.
• Collaborate with internal teams (support, technical, logistics, Store etc.) to resolve issues effectively.
• Log and track interactions and resolutions accurately using CRM systems.
• Follow communication procedures, guidelines, and company policies.
• Provide feedback and suggestions for process improvements to reduce repeat complaints.
• Escalate unresolved issues to appropriate departments or higher authorities when necessary.

Preferred candidate profile

• Excellent verbal and written communication skills in English & Hindi.
• Proficient in using customer service software, CRMs, email platforms, and chat tools.
• Strong problem-solving and conflict-resolution skills.
• Ability to work in a fast-paced environment and handle high-pressure situations with calmness and empathy.

Education & Experience

• Minimum 2-4 yrs required in Customer support role
• Must be graduate in any discipline