Resolution Specialist

Group Bayport; Ahmedabad District, Gurugram District; On-site; INR 300,000 - 550,000; Full time

Job summary

Group Bayport is seeking a Resolution Team Executive to handle post-purchase order problems and deliver a seamless customer experience. You will balance empathy with efficiency while coordinating with Logistics, Quality, and Post-Sales to ensure end-to-end resolution.

The role requires 1–3 years in e-commerce/order management/resolution, along with strong communication skills and proficiency in ticketing tools. Growth to leadership roles is possible within a dynamic customer-experience team.

Qualifications

• Bachelor’s degree or equivalent in any discipline.
• 1–3 years of customer service experience in e-commerce/order management/resolution teams.
• Experience handling escalations, refunds, or order issues is preferred.
• Proficiency in MS Office and familiarity with ticketing tools.

Responsibilities

• Handle customer concerns related to order problems including delays, wrong/missing items, damage, and quality issues.
• Respond to customer queries via email, calls, and tickets with a professional and empathetic tone.
• Follow the 3-response closure process; escalate by phone if not resolved within 3 responses.
• Ensure ticket closures within SLA timelines with accuracy and quality.
• Coordinate with Logistics for delivery delays and lost shipments.
• Coordinate with Quality for defects and missing parts; liaise with Post-Sales for replacements/compensation.
• Document every step of investigation clearly in the system.

Skills

Communication skills

Empathy & problem-solving

Escalation handling

Analytical mindset

Documentation & organization

Team collaboration

Ticketing system experience

Education

Graduate in any discipline

Tools

Zendesk

Freshdesk

Salesforce

Job description

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For more about Group Bayport, please visit

Job Description – Resolution Team Executive (Order Problem Handling)

Department: Customer Experience / Resolution

Location: Ahmedabad/ Gurugram

Reports To: Team Leader – Resolution Team

Role Overview

The Resolution Team plays a critical role in delivering a seamless post-purchase experience to customers. As a Resolution Team Executive, you will be responsible for handling customer issues related to orders, ensuring every case is resolved quickly, fairly, and with a customer-first approach. This role requires balancing empathy with efficiency, maintaining strong communication, and working collaboratively across departments such as Logistics, Quality, and Post-Sales to ensure end-to-end resolution.

Key Responsibilities

• Manage all customer concerns related to order problems including delayed deliveries, wrong/missing items, damaged or defective products, and quality complaints.
• Respond promptly to customer queries through email, calls, and ticketing platforms ensuring a professional and empathetic tone.
• Follow the 3-response closure process – if the case isn’t closed within 3 written responses, call the customer directly to expedite resolution.
• Ensure tickets are closed within defined SLA timelines while maintaining high accuracy and quality.
• Liaise with Logistics team for delivery delays, lost shipments, or wrong item deliveries.
• Coordinate with Quality/Production team for product-related defects, missing parts, or finishing issues.
• Work with Post-Sales team for replacement, reshipment, or compensation approvals.
• Document each step of the investigation clearly in the system to ensure transparency and accountability.

Performance & Productivity

Meet daily productivity targets:

• 32 responses/day (for agents with tenure of 3+ months)
• 28 responses/day (for agents with tenure below 3 months)
• Maintain high First Response Time (FRT) and ensure quick follow-ups.
• Audit self-performance to minimize unnecessary responses or delays.
• Participate in daily/weekly team reviews to discuss top issues, repeated errors, and improvements.

Customer Experience & Improvement

• Demonstrate empathy, ownership, and problem-solving mindset in every interaction.
• Identify recurring customer pain points and elevate them to TL/Manager for process fixes.
• Share customer insights and feedback with the Training & Quality team for upskilling initiatives.
• Uphold customer-first principles by ensuring clear, transparent, and honest communication with customers.

Excellent written and verbal communication skills.

Strong customer empathy with a problem-solving attitude.

Ability to handle difficult or escalated conversations professionally.

Analytical mindset to identify root causes and suggest improvements.

Strong organizational skills to manage multiple cases simultaneously.

Comfort with ticketing systems (Zendesk, Freshdesk, Salesforce, etc.).

Ability to work collaboratively in a fast-paced, high-volume environment.

Qualifications & Experience

• Graduate in any discipline (Commerce, Business, Arts, or equivalent).
• 1–3 years of customer service experience in E-commerce, Order Management, or Resolution teams.
• Prior experience handling escalations, refunds, or order fulfillment issues preferred.
• Proficiency in MS Office (Excel, Word, Outlook) and familiarity with ticketing tools.

Growth & Development

Opportunity to grow into Team Coach (TC) or Team Leader (TL) roles based on performance.

Regular training sessions on product knowledge, customer handling, and process improvements.

Exposure to cross-functional teams (Logistics, Quality, Post-Sales) for career advancement.

• Daily response closure target achieved (28–32 per agent).
• SLA adherence for ticket closure.
• Reduction in repeat contacts for the same issue.
• Positive CSAT (Customer Satisfaction) scores and reduced escalations.
• Accuracy in documentation and resolution process.