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
