Customer Support Associate - Flipkart L2 Process

    Job Summary

• Company: IncedoApp

  Position: Customer Support Associate - Flipkart L2 Process

  Location: Remote/Virtual

  Employment Type: Full-time

  Shift: Rotational shifts (24/7)

  Salary:2.64 LPA to 4.38 LPA**

  About IncedoApp:

  IncedoApp is a leading Business Process Outsourcing (BPO) company specializing in customer support services. We partner with top e-commerce giants like Flipkart to provide world-class support solutions to enhance customer experiences. We are committed to innovation, excellence, and providing our employees with a dynamic and growth-oriented environment.

  Job Summary:

  We are looking for a skilled and dedicated Customer Support Associate to join our team for the Flipkart L2 Process. This role requires individuals with excellent communication skills and a problem-solving mindset, who can handle escalations and deliver top-tier customer support. As an L2 support associate, you will be responsible for managing complex customer inquiries, resolving issues, and ensuring customer satisfaction.

  Key Responsibilities:

  - Provide high-level customer support for escalated issues in the Flipkart L2 process.

  - Handle complex inquiries related to product returns, refunds, shipping, orders, and account management.

  - Interact with customers through multiple communication channels, including phone, email, and chat.

  - Resolve customer complaints, concerns, and feedback in a timely and professional manner.

  - Collaborate with internal teams, including the backend, logistics, and technical teams, to resolve complex customer issues.

  - Maintain up-to-date knowledge of Flipkart’s policies, products, services, and promotions to provide accurate information.

  - Document and track customer issues using CRM tools, ensuring all cases are properly logged and updated.

  - Escalate unresolved issues to higher levels of management when necessary.

  - Maintain a high level of empathy and professionalism while managing customer expectations.

  - Achieve individual and team targets for customer satisfaction and issue resolution.

  Qualifications:

  - Graduate or equivalent (Any stream).

  - Proven experience in customer service or a similar role, ideally in a BPO environment.

  - Experience with e-commerce platforms, specifically Flipkart, is an advantage.

  - Strong problem-solving abilities and the ability to think critically.

  - Excellent verbal and written communication skills in English (Additional languages are a plus).

  - Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

  - Flexibility to work in rotational shifts, including nights and weekends.

  Skills:

  - Strong customer service orientation.

  - Excellent interpersonal and communication skills.

  - Proficient in using CRM tools and other customer support software.

  - Ability to remain calm and composed while handling challenging customer interactions.

  - Attention to detail and strong organizational skills.

  Benefits:

  - Competitive salary package.

  - Health and wellness benefits.

  - Opportunities for career growth and advancement.

  - Comprehensive training and development programs.

  - Employee-friendly work culture.