Customer Support Associate

Customer Support Associate
Role Purpose
The Seller Support Associate will be responsible for providing high-quality, accurate,
and timely support to sellers across multiple contact channels. The role involves
understanding seller queries, diagnosing issues, providing appropriate resolutions within
defined processes and policies, and ensuring a positive seller experience throughout
the seller journey. The Associate will be accountable for individual quality and
productivity performance while also identifying recurring seller issues, contact drivers,
and Voice of Seller insights that can help improve processes and the overall seller
experience.
Key Responsibilities
1. Handle Seller Contacts & Provide End-to-End Support
Respond to seller queries across assigned channels such as voice, chat, email,
or other supported channels and provide professional, timely, and accurate
assistance. Understand the seller's concern, demonstrate ownership, and
manage the interaction through to resolution or appropriate escalation in
accordance with defined processes and SLAs.
2. Support Sellers Across the Complete Seller Journey
Handle queries across relevant seller processes, including onboarding, account
management, catalog and listings, pricing, inventory, orders, fulfillment, shipping,
returns, refunds, payments, seller performance, account health, promotions,
disputes, appeals, and other supported seller-services processes. Build sufficient
process knowledge to accurately diagnose and resolve common seller issues.
3. Diagnose Issues & Deliver Accurate Resolution
Ask appropriate questions, understand the underlying issue, research available
information and systems, and provide the correct resolution using approved
SOPs, knowledge resources, policies, and tools. Ensure responses are complete
and accurate and avoid unnecessary transfers, repeat contacts, or incorrect
information.
4. Deliver a Strong Seller Experience
Demonstrate ownership, professionalism, empathy, active listening, and clear
communication throughout every seller interaction. Simplify complex information
for sellers, set appropriate expectations, and ensure sellers understand the
resolution or next steps. Never provide unauthorized commitments, unsupported
information, or policy interpretations outside the Associate's defined authority.

5. Meet Individual Quality, Productivity & SLA Expectations
Consistently achieve assigned targets for quality, productivity, AHT,
SLA/adherence, FCR, attendance, schedule adherence, and other applicable
performance measures. Take ownership of individual performance, understand
performance gaps, actively participate in coaching, and implement feedback
provided by Team Leaders, Quality, SMEs, and Operations.
6. Follow Process, Policy, Security & Compliance Requirements
Strictly follow approved SOPs, workflows, policies, communication standards,
access controls, data privacy, information-security requirements, and other client
or regulatory controls. Protect confidential seller and business information and
immediately escalate suspected fraud, policy violations, security concerns, or
other high-risk issues through the defined escalation process.
7. Manage Escalations & Exceptions Appropriately
Identify issues that cannot be resolved at L1 based on defined processes,
authority levels, or available tools and escalate them through the appropriate
channel. Provide complete and accurate case information when escalating to
SMEs, Team Leaders, or other support teams and ensure appropriate
documentation and follow-up are completed.
8. Maintain Accurate Case Documentation & Records
Document seller interactions, issue details, troubleshooting performed, resolution
provided, commitments, and escalation information accurately in the designated
CRM or case-management system. Ensure case notes are clear, complete, and
sufficient for another team member or downstream function to understand the
interaction and continue support without unnecessary seller repetition.
9. Capture Contact Drivers & Voice of Seller
Identify recurring seller concerns, emerging issues, process gaps, system
problems, policy confusion, and other contact drivers observed during seller
interactions. Proactively share meaningful Voice of Seller (VoS) insights with
Team Leaders and SMEs, including seller pain points, recurring questions,
reasons for dissatisfaction, and opportunities to improve the seller journey.
10.Contribute to Continuous Improvement & Team Success
Actively participate in process improvements, knowledge updates, calibration
sessions, training, coaching, team initiatives, and operational improvement
activities. Share practical feedback from seller interactions, adopt approved
process changes quickly, support a collaborative team environment, and
continuously improve product, process, communication, and problem-solving
capabilities.

Success in the Role
Success will be measured through quality and process accuracy, productivity, SLA
adherence, AHT, FCR, seller satisfaction, resolution effectiveness, case
documentation accuracy, attendance and schedule adherence, compliance,
effective escalation management, and the quality of Voice of Seller and contact-
driver insights contributed to the operation.
Ideal Candidate
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Experience in E-Commerce, Seller Support, Customer Support, Contact Center,
BPO, or a similar customer-facing environment is preferred.
Strong verbal and written communication skills with the ability to communicate
clearly and professionally with sellers.
Strong customer/seller service orientation with empathy, active listening, and
ownership.
Ability to understand, troubleshoot, and resolve process-related queries
accurately.
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Comfortable working in a high-volume, target-driven environment.
Strong attention to detail and ability to follow defined processes and policies.
Ability to navigate multiple systems, tools, knowledge bases, and case-
management platforms.
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Strong problem-solving and decision-making skills within defined authority levels.
Ability to manage difficult interactions and maintain professionalism under
pressure.
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Willingness to learn new products, processes, systems, and policy changes
quickly.
Strong accountability for individual quality, productivity, attendance, and overall
performance.
Proactive mindset with the ability to identify seller pain points and contribute
meaningful operational feedback.
5.5 Days working
Rotational shift and Week off
Location Pune