Customer Support Associate

ABOUT THE COMPANY

MotoFlux Automotive Solutions Pvt. Ltd. operates CAR101, an automotive care and detailing brand serving customers across online marketplaces and quick-commerce platforms.

JOB OVERVIEW

We're looking for a Customer Support Executive to be the voice of CAR101 for our customers. This role handles inbound and outbound calls, resolves order and product queries, and plays a direct role in the ratings and reviews that drive our growth on Amazon, Flipkart, and our own website. The ideal candidate is patient, clear-spoken, and genuinely interested in solving a customer's problem rather than just closing a ticket.

KEY RESPONSIBILITIES

Call Handling

• Attend inbound calls regarding orders, products, and general queries promptly and professionally
• Make outbound calls for COD order confirmation, delivery follow-ups, and post-purchase check-ins
• Maintain a polite, brand-appropriate tone on every call, including with frustrated or upset customers

Query Resolution

• Resolve queries related to order status, delivery timelines, payments, and cancellations
• Guide customers on product usage (e.g., how to apply a ceramic coating, use a foam cannon) where needed
• Escalate unresolved or complex issues to the right internal team promptly, with full context

Order & Delivery Support

• Track order and shipment status across channels and communicate accurate updates to customers
• Coordinate with the Warehouse/Operations team on delayed, damaged, or missing shipments
• Support the returns, replacement, and refund process end-to-end from the customer's side

Feedback & Review Management

• Proactively encourage satisfied customers to leave ratings and reviews on Amazon, Flipkart, and other platforms
• Identify and flag negative feedback trends to the Marketplace and Product teams
• Follow up with customers post-resolution to confirm satisfaction and, where appropriate, request a revised review

Complaint Handling & Escalation

• Own customer complaints from first contact through resolution
• De-escalate frustrated customers calmly and find a fair, workable solution
• Log every complaint accurately, including root cause, for internal tracking

Product Knowledge

• Build and maintain working knowledge of CAR101's full product range to answer usage and compatibility questions confidently
• Stay updated on new product launches, offers, and policy changes

Coordination

• Work closely with Warehouse, Marketplace, and Marketing teams to resolve customer issues quickly
• Share recurring customer pain points with management to help improve product, packaging, or process

Reporting & Documentation

• Maintain accurate call logs and query records in the designated system/tracker
• Prepare daily/weekly reports on call volume, resolution rate, and common query types

REQUIRED SKILLS & EXPERIENCE

• 0–2 years of experience in customer support, telecalling, or a similar voice-based role (freshers with strong communication skills are welcome)
• Clear, confident spoken communication in Hindi and English; other regional languages are a plus
• Patient, empathetic approach to handling customer concerns
• Basic computer skills (CRM/ticketing tools, Excel/Google Sheets)
• Good listening skills and the ability to stay calm under pressure

PREFERRED QUALIFICATIONS

• Prior experience in e-commerce or D2C customer support
• Familiarity with Amazon/Flipkart order and return processes
• Experience with call center software or helpdesk/ticketing tools

KEY PERFORMANCE INDICATORS

Call resolution rate · Average handling time · Customer satisfaction (CSAT) score · Ratings/reviews generated · Complaint escalation rate · Call log accuracy · Adherence to response TAT

IDEAL CANDIDATE

Someone who's genuinely good with people — patient on a bad call, clear on a confusing one, and comfortable owning a problem until it's actually solved, not just passed along. Comfortable working on-site at Baner, Pune, and coordinating closely with Warehouse and Marketplace teams.

HOW TO APPLY

Interested candidates should share their updated CV to [Confidential Information]

Joining: Immediate