E-Commerce Customer Support

Sutherland
Hyderabad
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Communication","Problem-solving","Customer-focused mindset","Empathy","Organizational skills"]

Provide responsive, empathetic e-commerce customer support for customers across email, live chat, phone, and social media. Troubleshoot product issues, order discrepancies, and technical concerns; process returns, refunds, and exchanges; and maintain accurate records in a CRM and ticketing system. Share product guidance, escalate complex cases, and follow up to confirm resolution while tracking KPIs and improving support documentation and knowledge base content.

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FursaFursa
Sutherland
Sutherland
3 hours ago

E-Commerce Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 53 minutes agoStatus: Live

Job Summary

Provide responsive, empathetic e-commerce customer support for customers across email, live chat, phone, and social media. Troubleshoot product issues, order discrepancies, and technical concerns; process returns, refunds, and exchanges; and maintain accurate records in a CRM and ticketing system. Share product guidance, escalate complex cases, and follow up to confirm resolution while tracking KPIs and improving support documentation and knowledge base content.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Respond promptly and professionally to customer inquiries via email, live chat, phone, and social media channels
  • •Troubleshoot and resolve product-related issues, order discrepancies, and technical concerns with empathy and efficiency
  • •Process returns, refunds, exchanges, and other customer requests while adhering to company policies
  • •Maintain accurate and detailed customer records in the CRM system and ticketing platform
  • •Escalate complex or unresolved issues, follow up to confirm resolution, and help improve knowledge base articles and support documentation

Key Requirements

  • •1-2 years of proven experience in customer support/customer service or a related field
  • •Excellent written and verbal communication skills in English; additional language proficiency is a plus
  • •Proficiency with CRM systems, ticketing software, and e-commerce platforms
  • •Strong problem-solving abilities with a customer-focused mindset, including patience and empathy
  • •Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Experience:1-2 yearsE-commerce
Skills:CommunicationProblem-solvingCustomer-focused mindsetEmpathyOrganizational skills
Languages:English
Tech Stack:CRMTicketing softwareE-commerce platformsMicrosoft OfficeEmailLive chatPhoneSocial mediaKnowledge base

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor