Position:
Executive – Customer Support
Location:
Mulund, Mumbai
About Us:
Founded in 2007, E-commerce company, Ergode with a global reach of more than 120 countries and over 100 marketplaces. We have catered to over 5 million customers worldwide in a short amount of time. Currently, we have 21 curated websites that bring to our customers. We are a Houston, Texas based corporation and have been in the business for almost 15 years. We have a dedicated and strong team of 650+ associates and we are continuously adding new people to our team. Ergode is consistently ranked among the top online shopping destinations as we have been rated as the Top 30 Sellers on Amazon, and Top 5 in Walmart, and have also managed to achieve the number 1 ranking on eBay.
Our Businesses | AMI VENTURES INC. | VIR VENTURES INC. | BOSON TECHNOLOGIES
Our Brands | MALCO MODES | BELLA SOUS | RED CUP LIVINGS | KEEBLE OUTLETS | STORE INDYA | VIZARI SPORTS | SHALIN INDIA | WRISTY BUDDY | BOLABALL | US TECH | HERBAL CONCEPTS | MORNING STAR | YARDLIO | KOZI | CLEAR BOTTLE
Key Responsibilities:
Handle customer queries via
email, calls, and chat
in a timely and professional manner
Process
refunds, returns, and order-related requests
as per company policy
Coordinate with
sellers for return assistance and issue resolution
Liaise with
logistics partners
to resolve shipment and delivery issues
Ensure
accurate and complete case handling
with proper documentation
Meet daily productivity target of
100 emails along with calls and chats
Maintain defined
SLA for response and resolution time
Deliver high
customer satisfaction (CSAT)
through effective communication
Follow up proactively on
pending cases until closure
Adhere to
SOPs, compliance guidelines, and quality standards
Identify recurring issues and
highlight process improvement opportunities
Escalate complex cases to relevant teams when required
Qualification:
Bachelor’s degree in Commerce, Business Administration, or a related field.
Prior experience in e-commerce operations, fulfillment support, or logistics coordination will be preferred.
Soft Skills:
Strong communication skills to effectively coordinate with logistics partners, vendors, and internal teams.
Problem-solving ability to identify operational issues and ensure timely resolution.
High attention to detail when tracking shipments, monitoring discrepancies, and managing returns.
Ability to work in a fast-paced environment and handle multiple operational tasks efficiently.
