Vendor Support Executive

Lumina Datamatics; Mumbai; On-site; INR 400,000 - 650,000; Full time

Job summary

Lumina Datamatics seeks a Customer Service professional to support eCommerce vendors, addressing queries and resolving issues via phone, email, and chat for smooth operations.

You will analyze vendor data, propose tailored solutions, and collaborate with internal teams to resolve problems, while upholding quality metrics and SLAs and driving process improvements, contributing to knowledge base updates and best practices.

Qualifications

• Experience in customer/client service and contact center environments.
• Excellent US English written and verbal communication.
• Strong attention to detail and customer-oriented approach.
• Understanding of quality and metrics processes.
• Ability to adapt to change with a positive attitude.
• Proficiency in MS Excel and basic data interpretation.

Responsibilities

• Serve as the primary contact for eCommerce vendors to resolve queries and issues.
• Analyze data and provide tailored solutions to vendors via phone, email, and chat.
• Collaborate with internal teams to resolve vendor issues effectively.
• Address and resolve technical problems while identifying opportunities for process improvements.
• Document internal processes and contribute to a collaborative team environment.
• Maintain high performance metrics, such as quality, productivity, first contact resolution (FCR), and attendance.
• Build and maintain productive relationships with current and potential vendors/partners.
• Achieve successful first-time resolution on all vendor interactions.
• Work independently while adhering to service level agreements and utilizing knowledge base resources, policies, and procedures.

Skills

US English

Customer service

Attention to detail

Quality metrics

Adaptability

MS Excel

Data interpretation

Data handling

Written communication

Verbal communication

Tools

MS Office

Web browsers

Job description

Key Responsibilities in Detail:

• Serve as the primary point of contact for eCommerce vendors to resolve queries, concerns, and issues.
• Analyze data and provide tailored solutions to vendors via phone, email, and chat.
• Collaborate with internal teams, including Customer Service, Site Merchandising, Technical Support, and Investigations, to resolve vendor issues effectively.
• Address and resolve technical and semi-technical problems while identifying opportunities for process improvements.
• Document internal processes and contribute to a collaborative team environment.
• Maintain high performance metrics, such as quality, productivity, first contact resolution (FCR), and attendance.
• Build and maintain productive relationships with current and potential vendors/partners.
• Achieve successful first-time resolution on all vendor interactions.
• Work independently while adhering to service level agreements and utilizing knowledge base resources, policies, and procedures.

Required Qualifications & Skills:

• Proven experience in customer/client service and contact center environments.
• Proficiency in US English with excellent written and verbal communication skills.
• Demonstrated attention to detail and customer-oriented approach.
• Strong understanding of quality and metrics processes.
• Ability to adapt to constant change with flexibility and a positive attitude.
• Intermediate to expert proficiency in MS Office applications, especially Excel, and familiarity with web browsers.
• Strong logical reasoning and data interpretation skills.
• Good data handling and computer skills.