E-Commerce Customer Support Executive

Sutherland Global Services Private Limited; Hyderabad; On-site; INR 240,000 - 360,000; Full time

Job summary

Sutherland Global Services Private Limited in Hyderabad, India, is seeking an E-Commerce Customer Support specialist. You will engage with customers across email, chat, phone and social channels, resolving product and order issues with empathy and accuracy.

The role focuses on delivering delight, maintaining precise CRM records, and providing product guidance. 1–2 years of relevant experience and strong English communication are preferred, with opportunities to grow in a fast-paced e‑commerce

Qualifications

• 1-2 years of proven experience in customer support or related field
• Excellent written and verbal communication skills in English
• Proficiency with CRM systems and e-commerce platforms

Responsibilities

• Respond promptly to inquiries via email, live chat, phone, and social media
• Troubleshoot and resolve product-related issues with empathy and efficiency
• Process returns, refunds, exchanges, and other requests per company policies
• Maintain accurate customer records in the CRM system and ticketing platform
• Provide product information and guidance to help customers make informed decisions
• Escalate complex issues to appropriate departments and keep customers informed
• Follow up to confirm issue resolution and gather feedback on the support experience
• Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction
• Contribute to the development and maintenance of knowledge base articles
• Identify trends in customer inquiries and provide feedback to improve products and services

Skills

Customer support

English proficiency

CRM proficiency

Multitasking

Communication

Problem solving

Tools

CRM software

Ticketing systems

Live chat tools

Job description

E-Commerce Customer Support Company Description Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results.

Job Description

We're looking for a dedicated and customer-focused E-Commerce Customer Support professional to join our team in Hyderabad, India. In this role, you will be the voice of our organization, providing exceptional support to our customers across multiple channels. You will handle inquiries, resolve issues, and ensure every customer interaction reflects our commitment to excellence and satisfaction. This position offers an excellent opportunity to develop your customer service expertise while working with a dynamic e-commerce platform.

• Respond promptly and professionally to customer inquiries via email, live chat, phone, and social media channels
• Troubleshoot and resolve product-related issues, order discrepancies, and technical concerns with empathy and efficiency
• Process returns, refunds, exchanges, and other customer requests while adhering to company policies
• Maintain accurate and detailed customer records in the CRM system and ticketing platform
• Provide product information, recommendations, and guidance to help customers make informed decisions
• Escalate complex or unresolved issues to appropriate departments while keeping customers informed of progress
• Follow up with customers to confirm issue resolution and gather feedback on their support experience
• Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores
• Contribute to the development and maintenance of knowledge base articles and support documentation
• Identify trends in customer inquiries and provide feedback to improve products and services

Qualifications

• 1-2 years of proven experience in customer support, customer service, or a related field
• Excellent written and verbal communication skills in English; additional language proficiency is a plus
• Strong problem-solving abilities and a customer-focused mindset
• Proficiency with CRM systems, ticketing software, and e-commerce platforms
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Demonstrated patience, empathy, and active listening skills
• Attention to detail and accuracy in documentation and record-keeping
• Familiarity with Microsoft Office suite and other standard business applications
• Knowledge of e-commerce operations and best practices is preferred
• Ability to remain calm and professional when handling difficult customer situations
• Strong organizational skills and ability to work independently as well as collaboratively with team members

All your information will be kept confidential according to EEO guidelines.