Job Description-Customer Support Executive - Urbanic Process

Location: Gurgaon

About Vertex Group

Vertex Group, with its five business verticalsVertex Global Services, ILC Solutions, Vertex Tech, Vertex Next, and Vertex Learningis contributing to digital transformation in the modern world with a dedicated team of industry experts.

With headquarters in Times Square, New York, USA, Vertex Group has a strong global presence with offices across the USA, the UK, the Philippines, the UAE, Nepal, India, and Africa.

Vertex Global Services is a global leader in BPO, IT, and consulting services, delivering high-quality customer experience solutions for leading global brands across e-commerce, retail, and lifestyle domains.

Job Summary

We are looking for customer-focused and articulate Customer Support Executives to support the Urbanic process, a leading global fashion and lifestyle brand. This role involves handling customer interactions across voice and/or non-voice channels, resolving queries related to orders, deliveries, returns, refunds, and product information. You will be evaluated on customer satisfaction, resolution quality, and adherence to service standards.

Key Responsibilities

Customer Support & Query Resolution

Handle customer queries via voice, chat, or email for the Urbanic process
Assist customers with order status, delivery timelines, cancellations, returns, and refunds
Provide accurate product and policy information to ensure a smooth customer experience

Issue Handling & Escalations

Resolve customer concerns efficiently while maintaining empathy and professionalism
Escalate unresolved or complex issues as per defined processes
Ensure first-time resolution wherever possible to enhance customer satisfaction

Process Adherence & Documentation

Follow defined SOPs, scripts, and quality guidelines
Maintain accurate records of customer interactions in CRM systems
Meet productivity, quality, and SLA targets consistently

Customer Experience & Brand Representation

Represent the Urbanic brand positively in all customer interactions
Deliver a friendly, solution-oriented, and fashion-aware support experience
Gather customer feedback and share insights for continuous improvement

Required Qualifications & Skills

Excellent communication skills in English (verbal and written)
Customer-centric attitude with strong problem-solving skills
Ability to handle customer interactions calmly and professionally
Basic computer knowledge and familiarity with CRM tools
Willingness to work in shifts as per business requirements
Prior experience in e-commerce or customer support is an added advantage

Education & Experience

Minimum Qualification: 12th Pass / Graduate in any discipline
Experience: Freshers and candidates with prior customer support experience may apply

Why Join Us

Opportunity to work with a leading global fashion e-commerce brand
Structured training and continuous learning support
Fast-paced, engaging, and supportive work environment
Career growth opportunities within customer experience and operations

Work Hours & Shifts

Total working hours: 9 hours per day (including 1-hour break)
6-day workweek
Work from Office (WFO)
Rotational shifts as per process requirements

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