Flipkart Chat Support Executive

Job Title: Chat Support Executive – Flipkart Process

Department: Customer Support / E-commerce Operations / BPO

Experience: 0–1 Year (Freshers Can Apply)

Employment Type: Full-Time

Job Location: Bangalore, Karnataka

Qualification: Any Graduate / BBA / B.Com / BA / B.Sc. / BCA

Job Summary

We are looking for enthusiastic, customer-focused, and detail-oriented Chat Support Executives (Freshers) to support the Flipkart e-commerce customer service process in Bangalore.

The candidate will be responsible for handling customer queries through live chat, providing information about orders, deliveries, returns, refunds, and payments, and ensuring a positive customer experience.

The ideal candidate should possess excellent written communication skills, good typing speed, problem-solving abilities, and a customer-first attitude.

Key Responsibilities

1. Customer Chat Support

• Handle customer queries through live chat and other assigned digital support channels.
• Respond to customer inquiries regarding products, orders, payments, and deliveries.
• Provide accurate and timely solutions to customer concerns.
• Maintain professional, polite, and customer-friendly communication.
• Handle multiple chat conversations efficiently while maintaining service quality.

2. Order & Delivery Support

• Assist customers with order tracking and delivery status updates.
• Provide information regarding order cancellations, returns, replacements, and refunds.
• Coordinate with relevant teams for delayed or missing orders.
• Guide customers through order-related processes and platform policies.
• Escalate unresolved issues to the appropriate support team.

3. Complaint Handling & Issue Resolution

• Understand customer concerns and provide suitable resolutions.
• Register and track customer complaints using support systems.
• Follow established escalation procedures for complex issues.
• Ensure customer concerns are handled within defined turnaround times.
• Maintain a positive customer experience during complaint resolution.

4. Customer Relationship Management

• Maintain accurate records of customer interactions and resolutions.
• Update customer information in CRM and support platforms.
• Follow customer service guidelines and standard operating procedures.
• Support customer satisfaction and service improvement initiatives.
• Ensure confidentiality of customer information.

5. Quality & Performance Management

• Meet assigned productivity and service quality targets.
• Maintain accuracy and professionalism in written communication.
• Follow chat support scripts, policies, and quality standards.
• Participate in training sessions and performance improvement activities.
• Provide regular updates to team leaders regarding customer issues and support activities.

Required Technical Skills

1. Computer Proficiency

• Basic computer knowledge and internet navigation skills.
• Familiarity with web browsers and online applications.
• Basic knowledge of MS Excel, Word, and email communication.
• Ability to use customer support and CRM software.

2. Typing & Communication

• Good English typing speed with high accuracy.
• Strong written English communication skills.
• Good grammar, spelling, and sentence construction.
• Ability to communicate clearly and professionally through chat.

3. E-commerce Knowledge

• Basic understanding of online shopping platforms.
• Familiarity with order placement, delivery tracking, returns, and refunds.
• Awareness of digital payments, UPI, cards, and cash-on-delivery processes.
• Basic understanding of customer service procedures.

4. Customer Support Tools

• Familiarity with live chat support platforms.
• Basic understanding of CRM and ticketing systems.
• Ability to manage multiple customer conversations.
• Knowledge of customer query documentation and escalation procedures.

Required Soft Skills

• Excellent written communication skills.
• Strong customer service orientation.
• Good problem-solving and decision-making abilities.
• Patience and empathy while handling customer concerns.
• Active listening and attention to detail.
• Ability to multitask and manage multiple chats.
• Strong time-management skills.
• Teamwork and interpersonal abilities.
• Ability to work under pressure and meet performance targets.
• Positive attitude and willingness to learn.

Educational Qualifications

• Bachelor's degree in any discipline from a recognized university.
• BBA, B.Com, BA, B.Sc., BCA, or equivalent qualifications.
• Fresh graduates from the 2025 and 2026 batches are encouraged to apply.
• Candidates with good written communication and computer skills are preferred.

Preferred Qualifications

• Basic understanding of e-commerce and online shopping platforms.
• Familiarity with Flipkart's customer-facing ordering and return processes.
• Previous internship or experience in customer service, BPO, or chat support.
• Good English typing speed, preferably 30–40 WPM with accuracy.
• Familiarity with CRM or customer support tools.
• Ability to work rotational shifts, including weekends and holidays, as per business requirements.
• Knowledge of Hindi or regional languages will be an added advantage.

Key Performance Indicators (KPIs)

• Average Response Time (ART).
• Average Handling Time (AHT).
• Customer Satisfaction Score (CSAT).
• First Contact Resolution (FCR).
• Chat quality and communication accuracy.
• Number of customer chats handled.
• Adherence to process guidelines and service standards.
• Accuracy of customer information and support documentation.
• Timely resolution and escalation of customer issues.
• Attendance and schedule adherence.

Ideal Candidate

We are seeking an enthusiastic, responsible, and customer-oriented fresher with strong written English communication skills and a passion for customer service.

The candidate should demonstrate good typing speed, patience, problem-solving abilities, and the capability to handle customer queries professionally.

A willingness to learn e-commerce support processes, work in a fast-paced environment, and deliver excellent customer experiences is essential.