Job Description
Great online shopping experiences begin with meaningful conversations. ServeRetail is hiring Customer Support Associates for our E-commerce Chat Support team in Kolkata. If you have experience supporting customers through chat, enjoy solving problems through written communication, and want to build your career with leading retail and e-commerce brands, this opportunity is for you.
Working in a structured, customer-focused environment, you’ll help customers resolve order-related inquiries, service requests, and account concerns while delivering fast, accurate, and professional support through digital channels.
About the Role
As a Customer Support Associate – E-commerce Chat Support, you will manage customer interactions through chat using CRM platforms and established operating procedures. You’ll resolve customer inquiries, document interactions accurately, and ensure every conversation delivers a seamless customer experience while meeting quality and operational standards.
Key Responsibilities
- Handle customer inquiries, service requests, feedback, and complaints through chat in accordance with established operating procedures.
- Initiate outbound follow-ups when required to confirm resolutions or obtain additional information.
- Communicate professionally with customers in Hindi and English through written chat.
- Analyze customer concerns using contact history, customer profiles, and order information available within CRM systems.
- Use approved communication guidelines and probing techniques to gather relevant information.
- Resolve customer concerns whenever possible or communicate expected resolution timelines clearly.
- Escalate unresolved issues to the appropriate support teams following established procedures.
- Accurately document every customer interaction, including inquiries, resolutions, and follow-up activities within CRM platforms.
- Ensure all customer interactions are handled exclusively through approved systems.
- Maintain compliance with data privacy, documentation standards, and operational guidelines.
- Support additional operational responsibilities as business requirements evolve.
Job Requirements
Education
- Higher Secondary (Class XII) or equivalent.
Experience
- Previous experience in a customer service or contact center environment, preferably supporting e-commerce operations.
- Experience handling customer interactions through chat-based CRM systems is preferred.
Skills & Competencies
- Ability to communicate effectively in Hindi and English through written chat.
- Strong written communication, reading comprehension, and documentation skills.
- Experience using CRM systems for chat support, ticket management, and customer documentation.
- Ability to follow established operating procedures, communication guidelines, and escalation processes.
- Strong attention to detail and commitment to delivering excellent customer service.
- Ability to multitask and perform effectively in a fast-paced digital support environment.
Work Details
- Location: Kolkata, India
- Work Mode: Work From Office (WFO)
Why Join ServeRetail?
At ServeRetail, we help leading retail and e-commerce brands deliver exceptional customer experiences through digital engagement, operational excellence, and customer-focused support. As part of our E-commerce Chat Support team, you’ll strengthen your communication, problem-solving, and digital customer service skills while working in a collaborative environment focused on continuous learning and professional growth.
- Build expertise in e-commerce customer support and chat operations.
- Develop valuable written communication and customer engagement skills.
- Gain experience using modern CRM platforms and digital support technologies.
- Work in a collaborative environment focused on service excellence and continuous improvement.
- Explore long-term career opportunities in retail customer experience and customer operations.
Job Location
Kolkata, India
