Job Title: Chat Support Executive – Flipkart Process
Department: Customer Support / E-commerce Operations / BPO
Experience: 0–1 Year (Freshers Can Apply)
Employment Type: Full-Time
Job Location: Bangalore, Karnataka
Qualification: Any Graduate / BBA / B.Com / BA / B.Sc. / BCA
Job Summary
We are looking for enthusiastic, customer-focused, and detail-oriented Chat Support Executives (Freshers) to support the Flipkart e-commerce customer service process in Bangalore.
The candidate will be responsible for handling customer queries through live chat, providing information about orders, deliveries, returns, refunds, and payments, and ensuring a positive customer experience.
The ideal candidate should possess excellent written communication skills, good typing speed, problem-solving abilities, and a customer-first attitude.
Key Responsibilities
1. Customer Chat Support
Handle customer queries through live chat and other assigned digital support channels.
Respond to customer inquiries regarding products, orders, payments, and deliveries.
Provide accurate and timely solutions to customer concerns.
Maintain professional, polite, and customer-friendly communication.
Handle multiple chat conversations efficiently while maintaining service quality.
2. Order & Delivery Support
Assist customers with order tracking and delivery status updates.
Provide information regarding order cancellations, returns, replacements, and refunds.
Coordinate with relevant teams for delayed or missing orders.
Guide customers through order-related processes and platform policies.
Escalate unresolved issues to the appropriate support team.
3. Complaint Handling & Issue Resolution
Understand customer concerns and provide suitable resolutions.
Register and track customer complaints using support systems.
Follow established escalation procedures for complex issues.
Ensure customer concerns are handled within defined turnaround times.
Maintain a positive customer experience during complaint resolution.
4. Customer Relationship Management
Maintain accurate records of customer interactions and resolutions.
Update customer information in CRM and support platforms.
Follow customer service guidelines and standard operating procedures.
Support customer satisfaction and service improvement initiatives.
Ensure confidentiality of customer information.
5. Quality & Performance Management
Meet assigned productivity and service quality targets.
Maintain accuracy and professionalism in written communication.
Follow chat support scripts, policies, and quality standards.
Participate in training sessions and performance improvement activities.
Provide regular updates to team leaders regarding customer issues and support activities.
Required Technical Skills
1. Computer Proficiency
Basic computer knowledge and internet navigation skills.
Familiarity with web browsers and online applications.
Basic knowledge of MS Excel, Word, and email communication.
Ability to use customer support and CRM software.
2. Typing & Communication
Good English typing speed with high accuracy.
Strong written English communication skills.
Good grammar, spelling, and sentence construction.
Ability to communicate clearly and professionally through chat.
3. E-commerce Knowledge
Basic understanding of online shopping platforms.
Familiarity with order placement, delivery tracking, returns, and refunds.
Awareness of digital payments, UPI, cards, and cash-on-delivery processes.
Basic understanding of customer service procedures.
4. Customer Support Tools
Familiarity with live chat support platforms.
Basic understanding of CRM and ticketing systems.
Ability to manage multiple customer conversations.
Knowledge of customer query documentation and escalation procedures.
Required Soft Skills
Excellent written communication skills.
Strong customer service orientation.
Good problem-solving and decision-making abilities.
Patience and empathy while handling customer concerns.
Active listening and attention to detail.
Ability…