Online Customer Service Specialist

Online Customer Service SpecialistAbout the Role

Gotraka is looking for a confident, customer-focused Online Customer Service Specialist to support customers across phone, live chat and online messaging channels.

You will act as a frontline representative of Gotraka, helping customers with product enquiries, orders, returns, RMAs and general support.

This role is suited to someone who communicates exceptionally well in English, remains calm under pressure and enjoys solving customer problems quickly and professionally.

Previous ecommerce or customer service experience is preferred, but strong communication skills, attitude and problem-solving ability are equally important.

Key Responsibilities

Handle inbound customer calls professionally and assist with enquiries, orders and purchasing decisions.

Respond to customer messages across ecommerce platforms, including Shopify and Amazon.

Provide real-time customer support through live chat.

Resolve order-related issues, returns, RMAs and customer complaints efficiently.

Maintain accurate records of customer conversations, actions and resolutions.

Escalate complex issues to the appropriate internal team when required.

Work closely with Sales, Operations, Warehouse and other departments to resolve customer issues.

Maintain a professional and helpful tone across every customer interaction.

Manage multiple enquiries while maintaining accuracy and service quality.

What We're Looking ForEssential

Excellent spoken and written English.

Confident communicating with customers by telephone.

Strong written communication skills for email, messaging and live chat.

Good problem-solving and decision-making ability.

Ability to remain calm, professional and helpful when dealing with difficult situations.

Strong attention to detail.

Comfortable working in a fast-paced environment.

Basic computer skills and confidence learning new systems.

Reliable, organised and able to take ownership of customer issues.

Preferred

Previous experience in customer service, ecommerce, retail, call centres or online support.

Experience using Shopify, Amazon or similar ecommerce platforms.

Experience dealing with returns, refunds or RMAs.

Interest in technology, computers or gaming.

How Success Will Be Measured

Quality and professionalism of customer interactions.

Customer satisfaction and positive feedback.

Speed and accuracy of responses.

Effectiveness in resolving customer enquiries and complaints.

Accuracy when handling orders, returns and RMAs.

Ability to manage multiple customer enquiries efficiently.

Reliability, attendance and contribution to the wider team.

Important Information Before Applying

Location

Pune – office-based

Working hours

2:00 pm to 11:30 pm, Monday to Friday

Weekend work

Some weekends may be required

Transport

Company cab/transport is not provided

Please apply only if you are comfortable working these hours and travelling to and from our Pune office independently.

Pay

₹25,000.00 per month

Benefits

Paid sick time

Paid time off

Ability to commute/relocate

Pune, Maharashtra 411001: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

This is a full-time, in-office position based in Pune. Are you currently able to work from our Pune office working hours are 2:00 pm to 11:30 pm Monday to Friday

Are you comfortable communicating with suppliers in English by both telephone and email?

The salary range for this position is ₹3,00,000 per year. Are you comfortable proceeding with this ?

Language

English (Required)

Location

Pune, Maharashtra 411001 (Required)

Work Location

In person