Customer Support Executive

Job description

**Customer Support Executive E-Commerce** **Company:** Waaree Energies Limited **Division:** E-Commerce **Role Overview** - **Department:** E-Commerce - **Reporting To:** Head of E-Commerce / E-Commerce Operations Manager - **Location:** Mumbai / Surat (On-site) - **Employment Type:** Full-Time, Permanent - **Experience:** 3–4 Years - **CTC Range:** 5,00,000 – 6,00,000 **Company & Role Summary** Waaree Energies Limited is India's largest solar PV module manufacturer, with over 15 GW of installed capacity and a pan-India distribution network. Our E-Commerce division operates across shop.waaree.com, Amazon, Flipkart, and L&T e-Smart, making customer support a critical pillar of online brand trust and marketplace health. The Customer Support Executive serves as the frontline owner of all post-purchase customer interactions across Amazon, Flipkart, and the D2C storefront. You will manage customer complaints end-to-end, handle marketplace escalations (including A-to-Z and safety claims), coordinate with logistics and warehouse teams for resolutions, and maintain Waaree's seller health metrics. This high-ownership role requires a balance of empathy, process discipline, and marketplace expertise. **Key Responsibilities** 1. Amazon Customer Complaint Management - **SLA Compliance:** Monitor and respond to all customer messages via Amazon Seller Central within the 24-hour response SLA. - **Reputation Management:** Handle negative product reviews, Order Defect Rate (ODR) items, and buyer feedback disputes. Draft professional, empathetic responses tailored to Amazon's guidelines. - **Issue Resolution:** Coordinate with warehouse and logistics teams to resolve delivery delays, wrong shipments, and damaged goods. - **Root Cause Analysis:** Proactively track pending complaints until closure and flag repeat patterns (e.g., transit damage, wrong material) to operations. 2. Amazon Safety & A-to-Z Guarantee Claims - **Safety Claims:** Identify and escalate product safety complaints (e.g., electrical hazards). Raise formal claims on Seller Central with complete documentation, coordinate with QA teams, and maintain an audit-ready safety claims register. - **A-to-Z Claims:** Monitor the dashboard daily, investigate order histories, and respond within the required 3-day window with complete evidence packages. - **Disputes & Metrics:** Dispute invalid claims using courier PODs and buyer communications. Maintain the A-to-Z claim rate strictly below Amazon's 1% threshold to protect selling privileges. - **Reporting:** Prepare monthly A-to-Z analysis reports identifying root causes and recommending preventive actions. Work with finance to process legitimate refunds. 3. Flipkart Customer Complaint Handling - **Issue Resolution:** Manage all queries, return requests, refund disputes, and quality complaints on Flipkart Seller Hub within prescribed SLAs. - **Logistics Coordination:** Manage reverse logistics for approved returns and handle RTOs (Return-to-Origin) and non-delivery complaints. - **Seller Health:** Track and maintain the Flipkart Seller Score (Quality Rating, Cancellation Rate, Return Rate) by resolving complaints prior to escalation. Liaise with Flipkart's seller support for platform-level intervention. 4. Cross-Platform Support Operations - **Unified Tracking:** Maintain a unified complaint tracker across all channels (Amazon, Flipkart, D2C) using internal tools. - **Courier Escalations:** Coordinate with logistics partners (e.g., SB Express, RNS Express) to manage TAT breaches and lost shipments. - **Order Processing:** Process replacement orders and credit notes per approved policies. Manage customer communication for bulk/B2B orders routed through the D2C channel. - **Operations Reviews:** Participate in weekly meetings to present complaint volume trends and resolution rates. **Qualifications & Experience** Minimum Requirements - **Education:** Bachelor's degree in Commerce, Business Administration, Communications, or a related field. - **Experience:** 3–4 years in customer support, preferably in an eCommerce or marketplace environment. - **Platform Expertise:** Hands-on experience with Amazon Seller Central and/or Flipkart Seller Hub is mandatory. **Preferred Qualifications** - Prior experience handling A-to-Z claims, safety claims, or marketplace escalations on Amazon. - Familiarity with Unicommerce or similar Order Management Systems (OMS). - Exposure to SAP SD modules for returns and credit note processing. - Experience in technically complex product categories (solar, electrical, consumer durables). - Working knowledge of marine/transit insurance claim processes. **Skills & Competencies** Technical Skills - **Amazon Seller Central:** Advanced proficiency in Buyer-Seller Messaging, Managing Returns, A-to-Z Claims, and Safety Complaints. - **Flipkart Seller Hub:** Proficiency in Order Management, Returns Dashboard, and Resolution Centre. - **MS Excel:** Intermediate proficiency (complaint trackers, pivot tables, basic data analysis). - **Business Communication:** Professional written communication; ability to draft policy-compliant marketplace responses. - **Enterprise Systems:** Experience with Unicommerce, SAP, or similar platforms. **Behavioural Competencies** - **Customer Empathy:** Ability to de-escalate difficult customers while staying solution-oriented. - **Attention to Detail:** High accuracy in logging complaints, reading order data, and meeting strict claim deadlines. - **Ownership Mindset:** Takes end-to-end accountability from complaint receipt to final resolution. - **Process Discipline:** Strict adherence to SLAs, documentation standards, and escalation protocols. - **Cross-Functional Collaboration:** Works effectively with logistics, warehouse, quality, and finance teams. - **Adaptability:** Comfortable managing multiple open tickets across platforms simultaneously in a fast-paced environment.