Brand Service Desk Executive – E-com Process

Job Title

Brand Service Desk Executive – E-com Process

Role Summary

We are looking for a customer-focused Brand Service Desk Executive to manage customer queries and complaints for the warranty process through email, phone calls, and service tickets. The candidate will be responsible for understanding customer concerns, identifying the root cause, providing the appropriate resolution, and proactively calling customers when an issue requires clarification, confirmation, or personal assistance.

The role requires strong written and verbal communication, problem-solving ability, customer empathy, ownership, and follow-up skills.

Key Responsibilities

Handle customer queries, complaints, and servicerequests received throughemail, phone, and support tickets.

Review customer issuesand determine theappropriate resolutionor next action.

Makeoutbound calls to customerswhen the issuecannot be effectivelyresolved through emailor requires clarification.

Speak with customers professionally, understand their concerns, and provide accurate resolutions.

Respond to customers through professional and grammatically correct emails.

Handle issues related to orders, delivery, cancellations, returns, refunds, replacements, payments, products, and other service-related concerns, as applicable to the process.

Take ownership of customer issues until resolution or appropriate escalation.

Maintain accurate records of customer interactions, calls, emails, actions taken, and resolutions in the CRM/helpdesk system.

Follow defined SLA, quality, productivity, and customer satisfaction standards.

Identify repeat or complex issues and escalate them to the appropriate team.

Follow up with customers where required and ensure closure of open cases.

Maintain a professionaland empathetic approach, particularly while handlingdissatisfied or escalatedcustomers.

Required Skill Set

Excellent English and Hindi communication skills, both written and verbal.

Proficiency in any South Indian regional language (Kannada, Tamil, Telugu, or Malayalam) will be an added advantage.

Strong customer-handlingand interpersonal skills.

Good active listening and questioning ability.

Strong problem-solvingand decision-makingskills.

Ability to understandcustomer issues andidentify the correctresolution.

Ability to communicatesolutions clearly overemail and phone.

Good email-writingand documentation skills.

Comfortable making outbound customer calls.

Ability to handle difficult, angry, or escalated customers professionally.

Basic computer skills and good typing speed.

Ability to multitaskand manage multiplecustomer cases.

Strong ownership andfollow-up skills.

Ability to workunder pressure andmeet SLA/TATrequirements.

Experience

Recommended

1–3 years of experience in

Customer Service

Customer Support

Brand Service Desk

E-commerce Support

Voice/Non-VoiceProcess

Email Support

Contact Centre/BPO

Technical or ProductSupport

Escalation Desk

Pay

₹170,000.00 - ₹300,000.00 per year

Benefits

Paid sick time

Paid time off

Provident Fund

Application Question(s)

Do you have excellent English and Hindi communication skills, both written and verbal?

Can you professionally handle difficult or angry customers with empathy?

Are you comfortable making outbound calls to customers when clarification is required?

Do you have strong problem-solving and decision-making skills to resolve customer issues?

Do you take ownership of customer issues until resolution or escalation?

Are you an immediate joiner? how soon you can join?

Please share your salary details

Current Location

CCTC

ECTC

Notice Period

Education

Bachelor's (Required)

Experience

Customer support

1 year (Required)

Location

Bengaluru, Karnataka (Required)

Work Location

In person