Customer Support Advisor

Customer Support Advisor

Nobero | Work from Office | Hyderabad

About the Role

We are looking for a Customer Support Advisor to deliver excellent customer experiences, with Chat as the primary support channel. The role involves resolving customer queries related to orders, deliveries, returns, exchanges, refunds, payments, and products while ensuring empathy, accuracy, and timely resolution.

Key Responsibilities

• Handle customer queries primarily through Chat professionally and efficiently.
• Resolve customer concerns accurately as per company policies and SOPs.
• Take ownership of cases and follow up until resolution.
• Manage support tickets and maintain accurate customer interaction records.
• Coordinate with Logistics, Warehouse, Finance, and other internal teams.
• Escalate complex or sensitive issues with complete information.
• Handle multiple conversations/tasks while maintaining service quality.
• Meet CSAT, quality, productivity, FRT, resolution time, and SLA targets.
• Identify recurring issues and share feedback to improve customer experience.

Requirements

• Any Graduate.
• 1 year of customer support experience preferred, especially in E-commerce, D2C, Retail, Chat, or Email support.
• Excellent written and verbal communication skills in English and Hindi.
• Strong active listening, problem-solving, logical thinking, and decision-making skills.
• Customer-focused, empathetic, patient, and professional approach.
• Ability to handle difficult customers and work effectively during high-volume periods.
• Ability to multitask and manage multiple customer interactions efficiently.
• Minimum typing speed of 36 WPM with good accuracy.
• Basic knowledge of CRM/Helpdesk tools, MS Excel, and Google Sheets.
• Willingness to work on weekends and during sale periods as required.

Preferred Skills

• Chat support experience is preferred; voice support experience is an added advantage.
• Experience with Shopify or similar e-commerce platforms.
• Familiarity with Freshdesk, Zendesk, LimeChat, Intercom, or similar CRM/helpdesk tools.
• Understanding of e-commerce order, delivery, return, exchange, and refund processes.
• Experience coordinating with logistics/courier partners.
• Ability to think creatively and provide effective, customer-friendly solutions.

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Why Join Nobero?

• Be part of a fast-growing D2C fashion brand.
• Gain exposure to e-commerce, logistics, and customer experience.
• Structured training, coaching, and continuous performance feedback.
• Opportunities to grow into Senior Support, Quality, Training, or Team Lead roles.
• Collaborative and engaging work environment.

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