Position: Customer Support Agent Kaarigo
Department: Customer Support
Location: [Chamrajpet, Bengaluru]
Employment Type: Full-time
About Us
Kaarigo is DTDC's flagship program designed to empower the real creators of Bharat GI/ODOP producers,
rural artisans, MSMEs, small-town manufacturers, and sellers of unique products that reflect India's true
heritage, culture, and entrepreneurship. By bringing together authentic offerings from various regions under
one digital roof, Kaarigo empowers independent sellers (including artisans, farmer groups, and producers) to
register, list, and sell their GI-tagged products seamlessly in a curated online ecosystem.
Our mission: Digitize Bharat's creators, amplify their visibility, and help them sell nationally & globally.
Role Overview
As a Customer & Seller Support Agent, you will be the frontline voice of Kaarigo, handling queries from
both buyers and sellers and ensuring a smooth, reliable e-commerce experience.
Key Responsibilities
- Customer & Seller Query Handling
- Manage incoming queries via phone, email, WhatsApp, or ticketing tools.
- Provide accurate information related to products, listings, orders, returns, shipping, payments, and
account-related concerns.
- Assist sellers with onboarding, listing support, order processing, and issue escalation.
- Case Ownership & Resolution
- Investigate customer and seller complaints by coordinating with internal teams.
- Follow up with Logistics, Warehouse Ops, Billing, Technology, and Product teams for updates on
pending issues.
- Ensure timely and complete case resolution, keeping the customer/seller informed at every step.
- Dispute Management
- Handle dispute cases (missing shipments, damaged orders, delayed delivery, product mismatch,
refund delays).
- Collect evidence, analyse facts, and coordinate with relevant departments to close disputes fast and
fairly.
- Maintain clear documentation for all dispute actions and outcomes.
- Documentation & Ticket Management
- Log each interaction in the ticketing system (Freshdesk or similar).
- Maintain accurate, complete case histories.
- Track, update, and close tickets as per defined TATs.
- Identify trends and flag recurring issues.
- Quality & Customer Experience
- Demonstrate empathy, patience, and professionalism in every interaction.
- Follow Kaarigo's communication guidelines, tone, and SOPs.
- Contribute ideas for improving processes, workflows, and overall customer experience.
Required Skills & Competencies
- Excellent written & verbal communication skills in English, Hindi, and at least one regional
language.
- Strong attention to detail and high accuracy in documentation.
- Prior experience in e-commerce, marketplace support, or call center environments.
- Hands-on familiarity with support platforms such as Freshdesk, Zendesk, or similar.
- Problem-solving skills with the ability to probe, diagnose, and resolve issues.
- Ability to multi-task and adapt to changing priorities.
- Strong interpersonal skills and customer empathy.
- Willingness to work in shifts or extended hours when required.
Preferred Experience & Educational Background
- 13 years of experience in customer support, seller support, or e-commerce support roles.
- Understanding of e-commerce workflows:
Order lifecycle
Returns & replacements
Refunds & reconciliation
Shipping exceptions & delays
Seller onboarding & catalog management
