Customer Support Agent
2 weeks ago
Handle customer emails, marketplace queries, and B2C tickets professionally.
Validate, categorize, and prioritize incoming tickets.
Troubleshoot and resolve customer issues promptly.
Manage escalations and coordinate with suppliers when necessary.
Maintain accurate ticket documentation in Zendesk.
Meet SLA targets for response and resolution times.
Maintain high-quality communication and contribute to CSAT improvements.
Follow internal SOPs and ensure proper handover before leave.
Minimum 3-4 years experience in e-commerce or online marketplace customer support.
Zendesk proficiency (Mandatory).
Strong written communication skills (non-voice role).
Ability to work with AI support tools/AI agents (Desired).
Strong problem-solving, organization, and attention to detail.
Desired Candidate ProfileMinimum 3-4 years experience in e-commerce or online marketplace customer support.
Zendesk proficiency (Mandatory).
Strong written communication skills (non-voice role).
Ability to work with AI support tools/AI agents (Desired).
Strong problem-solving, organization, and attention to detail.
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