Customer Service Associate (CSA)

Job Description:

Key Responsibilities • Handle seller queries through Voice, Chat, Email, or other assigned channels. • Support sellers across onboarding, account management, catalog, pricing, inventory, orders, shipping, returns, refunds, payments, promotions, disputes, and account-related processes. • Understand seller concerns, troubleshoot issues, and provide accurate resolutions as per SOPs and policies. • Deliver excellent seller experience through empathy, active listening, ownership, and professional communication. • Meet assigned targets for Quality, Productivity, AHT, SLA, FCR, Attendance, and Schedule Adherence. • Follow all process, data privacy, security, compliance, and information-handling guidelines. • Identify issues requiring higher-level support and escalate them appropriately with complete case details. • Maintain accurate interaction and case records in CRM/case-management systems. • Identify recurring seller concerns and share Voice of Seller (VoS) and contact-driver insights. • Participate in training, coaching, calibration, process improvements, and other team initiatives. Candidate Profile • Experience in E-commerce, Seller Support, Customer Support, Contact Centre, or BPO is preferred. • Excellent verbal and written communication skills. • Strong customer-service orientation, problem-solving ability, and attention to detail. • Comfortable working in a high-volume, target-driven environment. • Ability to work with multiple systems and learn new processes quickly. • Ability to handle difficult customer interactions professionally.