Customer Support Specialist

About the role

Customer Support Executive – E-commerce Company: Hypernova Capability Center Pvt. Ltd. Position: Customer Support Specialist Department: Customer Experience / Customer Support Job Type: Full-Time Experience: 1–3 years (E-commerce customer support experience mandatory) Languages Required: Hindi and English (Mandatory) Hypernova Capability Center Pvt. Ltd. is looking for customer-focused and communication-oriented Customer Support Executives with prior experience in the e-commerce industry. The ideal candidate should be proficient in both Hindi and English, possess strong problem-solving skills, and be committed to delivering an excellent customer experience. Key Responsibilities - Handle customer queries and concerns related to orders, deliveries, returns, refunds, cancellations, and replacements. - Provide timely and effective customer support through inbound and outbound calls, email, and chat, as applicable. - Communicate fluently and professionally in both Hindi and English. - Assist customers with order tracking, payment-related queries, product information, and delivery issues. - Resolve customer complaints efficiently while maintaining high customer satisfaction. - Coordinate with internal teams, logistics partners, and other stakeholders to resolve customer issues. - Maintain accurate records of customer interactions, complaints, and resolutions in CRM or support systems. - Meet defined performance metrics, including customer satisfaction (CSAT), quality scores, productivity, and resolution time. - Follow company policies, standard operating procedures, and customer service guidelines. Mandatory Requirements - E-commerce customer support experience is mandatory. - Excellent verbal communication skills in both Hindi and English. - Prior experience handling customer queries related to online orders, returns, refunds, cancellations, or deliveries. - Good listening, interpersonal, and problem-solving skills. - Basic computer proficiency and the ability to work with CRM tools, ticketing systems, or customer support software. - Customer-oriented mindset with a professional and positive approach. Preferred Qualifications - Graduate or undergraduate candidates with relevant experience may apply. - Prior experience with e-commerce marketplaces, online retail brands, or e-commerce customer service processes will be an advantage. - Familiarity with customer service KPIs and escalation management is preferred. What We Offer - An opportunity to work in a professional and growth-oriented environment. - Exposure to e-commerce customer experience operations. - Opportunities for learning, skill development, and career progression. - A collaborative workplace focused on service excellence and operational efficiency.

Key Skills