Advisor - Customer Experience

Job Summary

We are looking for a proactive and customer-focused Marketplace Executive to manage customer communication through calls, chats, and emails. The candidate will be responsible for handling customer queries, resolving issues, processing order-related requests, and ensuring a smooth customer experience across multiple marketplace platforms.

Role Overview

Designation: Marketplace Executive / Customer Support Executive

Location: Ahmedabad, Gurgaon

Key Responsibilities

• Handle customer inquiries via inbound/outbound calls, live chat, and email.
• Provide accurate information regarding orders, deliveries, payments, returns, and product details.
• Resolve customer complaints and escalations within defined timelines.
• Coordinate with internal teams such as Production, Logistics, Sales, and Accounts for issue resolution.
• Manage marketplace communication for order updates, delays, shipment tracking, and payment follow-ups.
• Maintain high-quality customer service and professional communication standards.
• Update customer records, tickets, and order remarks in CRM/tools.
• Ensure timely responses to customer emails and chats as per SLA.
• Follow up with customers regarding pending information or order approvals.
• Monitor daily backlog and ensure resolution of open cases.
• Prepare and maintain reports related to customer interactions and issue tracking.

Required Skills

• Excellent verbal and written communication skills in English.
• Good customer handling and problem-solving abilities.
• Ability to manage multiple conversations simultaneously.
• Basic knowledge of Excel and CRM/support tools.
• Strong coordination and follow-up skills.
• Ability to work under pressure and meet response timelines.

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.