Customer Support Executive (Contractual)

Role Overview

We are looking for a Customer Support Executive Escalation Desk to handle complex and high-priority customer issues across voice, chat, and calls. The role requires strong communication, problem-solving, and escalation-handling skills, along with the ability to manage difficult customer interactions professionally.

Key Responsibilities

• Handle customer escalations through voice, chat, and calls.
• Resolve complex customer issues related to orders, cancellations, refunds, returns, deliveries, and payments.
• Manage irate and high-priority customers with empathy and professionalism.
• Take ownership of escalated cases and ensure timely resolution within defined TATs.
• Coordinate with internal teams such as Operations, Logistics, Payments, Sellers, and Customer Experience for issue resolution.
• Maintain accurate case documentation and follow escalation processes.
• Identify recurring customer issues and share insights with relevant teams to improve processes.
• Ensure adherence to quality, productivity, and customer satisfaction metrics.
• Deliver a positive customer experience while balancing resolution quality and business policies.

Required Skills & Qualifications

• 1–3 years of experience in Customer Support, Customer Service, Escalation Desk, or Contact Centre roles.
• Experience handling voice, chat, and email/call-based customer interactions.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Comfortable handling difficult or irate customers.
• Strong understanding of customer service processes and escalation management.
• Ability to work in a fast-paced, target-driven environment.
• Proficiency in English and Hindi.

Key Performance Metrics

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Resolution TAT
• Quality Score
• Productivity
• Escalation Resolution Rate
• Customer Complaints / Repeat Escalations

What We’re Looking For

A customer-centric professional who can take ownership of escalated cases, handle challenging conversations calmly, and drive issues to resolution while maintaining a high standard of customer experience.