Customer Support Executive

Snapdeal; Gurugram District; On-site; INR 350,000 - 750,000; Full time

Job summary

Snapdeal is seeking an Escalation Desk Executive in Gurugram to manage complex customer escalations across Voice, Chat and Blended support channels. You will coordinate with Operations, Logistics, Payments, and Category teams to resolve issues and improve customer satisfaction.

Ideal candidates have 2–5 years in customer support or escalation roles within e-commerce or related sectors, with strong communication and problem-solving skills and comfort with high-volume environments.

Qualifications

• 2-5 years of experience in Customer Support, Escalation Desk, or Customer Experience.
• Experience in E-commerce, Retail, Marketplace, or Consumer Internet preferred.
• Comfortable handling Voice, Chat, and Blended processes.
• Strong communication, problem-solving, and conflict-resolution skills.
• Ability to handle high-volume and sensitive customer escalations.
• Good knowledge of MS Excel/Google Sheets and CRM/ticketing tools.

Responsibilities

• Handle and resolve customer escalations through Voice, Chat, and Blended channels.
• Manage complex queries related to orders, deliveries, cancellations, refunds, returns, payments, and product issues.
• Ensure timely resolution while maintaining high customer satisfaction.
• Coordinate with Operations, Logistics, Payments, and Category teams for issue resolution.
• Identify recurring customer issues and highlight process gaps.
• Maintain accurate escalation records and follow up until closure.
• Meet defined TAT, CSAT, quality, and productivity targets.

Skills

Communication skills

Problem-solving skills

Conflict-resolution skills

High-volume handling

Tools

MS Excel/Google Sheets

CRM software

Ticketing tools

Job description

About the Role

We are looking for an Escalation Desk Executive to handle complex customer issues across Voice, Chat, and Blended support channels. The role requires strong problem-solving skills and experience handling escalations in an e-commerce/customer service environment.

Key Responsibilities

• Handle and resolve customer escalations through Voice, Chat, and Blended channels.
• Manage complex queries related to orders, deliveries, cancellations, refunds, returns, payments, and product issues.
• Ensure timely resolution while maintaining high customer satisfaction.
• Coordinate with Operations, Logistics, Payments, and Category teams for issue resolution.
• Identify recurring customer issues and highlight process gaps.
• Maintain accurate escalation records and follow up until closure.
• Meet defined TAT, CSAT, quality, and productivity targets.

Requirements

• 2-5 years of experience in Customer Support, Escalation Desk, or Customer Experience.
• Experience in E-commerce, Retail, Marketplace, or Consumer Internet preferred.
• Comfortable handling Voice, Chat, and Blended processes.
• Strong communication, problem-solving, and conflict-resolution skills.
• Ability to handle high-volume and sensitive customer escalations.
• Good knowledge of MS Excel/Google Sheets and CRM/ticketing tools