Senior Executive - Customer Experience

Duroflex; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Duroflex is seeking a highly motivated Customer Support Senior Executive in Bengaluru to manage customer queries via email and calls, handle returns and replacements, and drive data-driven reporting. The role emphasizes strong communication, problem-solving, and ownership in delivering superior service.

The ideal candidate will have hands-on experience with Amazon seller/customer support processes and coordinate with multiple teams to meet SLAs, while maintaining CRM records and customer

Qualifications

• Bachelor's degree in any discipline.
• 2+ years of experience in customer support (voice/email).
• Prior experience in handling returns and replacements.
• Proven experience in preparing reports and basic data analysis.
• E-commerce, D2C, or retail background is a plus.

Responsibilities

• Respond promptly to customer queries via email and phone.
• Provide accurate product, service, and order information to resolve issues efficiently.
• Track and follow up on open tickets, ensuring timely resolution within TAT.
• Escalate unresolved issues to appropriate internal teams when required.
• Returns & Replacements, Amazon & Marketplace Support.
• Handle the end-to-end process for returns, replacements, and refunds in coordination with warehouse and logistics teams.
• Maintain clear communication with customers regarding timelines, next steps, and expectations.
• Ensure records are updated in CRM with proper documentation for each case.
• Handle customer complaints, returns, replacements, and escalations on Amazon and other marketplace platforms.
• Coordinate with the Amazon seller support team and backend teams to resolve issues within defined SLAs.
• Track and manage Amazon order defects, customer feedback, and ensure performance metrics are maintained.

Skills

Communication skills

Customer-centric

Excel/Sheets

CRM tools

Multitasking

Analytical mindset

Education

Bachelor's degree

Tools

Salesforce

Job description

Job Summary:

We are looking for a highly motivated and experiencedCustomer Support Senior Executive to join our team. The ideal candidate willhandle customer queries via email and calls, manage returns and replacements,and have strong skills in data analysis and report preparation. customergrievances, and ensuring smooth team coordination. The candidate must also havehands-on experience in Amazon seller/customer support processes, This roledemans excellent communication, problem-solving ability, and a strong sense ofownership in delivering superior customer service.

Key Responsibilities:

Customer Support:

• Respondpromptly to customer queries via email and phone in a professional andempathetic manner.
• Provideaccurate product, service, and order information to resolve issues efficiently.
• Track andfollow up on open tickets, ensuring timely resolution within TAT.
• Escalateunresolved issues to appropriate internal teams when required.
• Returns & Replacements, Amazon & Marketplace Support
• Handle theend-to-end process for returns, replacements, and refunds in coordination withwarehouse and logistics teams.
• Maintainclear communication with customers regarding timelines, next steps, andexpectations.
• Ensurerecords are updated in CRM with proper documentation for each case.
• Handlecustomer complaints, returns, replacements, and escalations on Amazon and othermarketplace platforms.
• Coordinatewith the Amazon seller support team and backend teams to resolve issues withindefined SLAs.
• Track andmanage Amazon order defects, customer feedback, and ensure performance metricsare maintained.

Reporting & Data Analysis:

• Prepareand maintain daily/weekly/monthly reports on support metrics, ticket volumes,issue trends, and customer satisfaction.
• Analyzedata to identify patterns or recurring issues and provide insights to improvesupport processes.
• Track TAT,SLA adherence, escalation trends, and suggest improvements based on data.

Key Skills and Competencies:

• Excellentverbal and written communication skills
• Strongcustomer-centric attitude and problem-solving skills
• Goodcommand over Excel/Google Sheets (VLOOKUP, Pivot Tables, Charts, etc.)
• Workingknowledge of CRM and ticketing tools (e.g. Salesforce)
• Ability tomultitask and prioritize effectively in a fast-paced environment
• Stronganalytical mindset with attention to detail

Qualifications and Experience:

• Bachelorsdegree in any discipline
• 24 yearsof experience in customer support (voice/email)
• Priorexperience in handling returns and replacements is a must
• Provenexperience in preparing reports and basic data analysis
• E-commerce,D2C, or retail background is a plus

Work Schedule:

• 6-dayworking (Rotational or fixed shifts as per business needs)
• Flexibleto work on weekends/public holidays if required

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.