Customer Support Associate

ABOUT THE COMPANY MotoFlux Automotive Solutions Pvt. Ltd. operates CAR101, an automotive care and detailing brand serving customers across online marketplaces and quick-commerce platforms.JOB OVERVIEW We're looking for a Customer Support Executive to be the voice of CAR101 for our customers. This role handles inbound and outbound calls, resolves order and product queries, and plays a direct role in the ratings and reviews that drive our growth on Amazon, Flipkart, and our own website. The ideal candidate is patient, clear-spoken, and genuinely interested in solving a customer's problem rather than just closing a ticket.KEY RESPONSIBILITIESCall HandlingAttend inbound calls regarding orders, products, and general queries promptly and professionallyMake outbound calls for COD order confirmation, delivery follow-ups, and post-purchase check-insMaintain a polite, brand-appropriate tone on every call, including with frustrated or upset customersQuery ResolutionResolve queries related to order status, delivery timelines, payments, and cancellationsGuide customers on product usage (e.g., how to apply a ceramic coating, use a foam cannon) where neededEscalate unresolved or complex issues to the right internal team promptly, with full contextOrder & Delivery SupportTrack order and shipment status across channels and communicate accurate updates to customersCoordinate with the Warehouse/Operations team on delayed, damaged, or missing shipmentsSupport the returns, replacement, and refund process end-to-end from the customer's sideFeedback & Review ManagementProactively encourage satisfied customers to leave ratings and reviews on Amazon, Flipkart, and other platformsIdentify and flag negative feedback trends to the Marketplace and Product teamsFollow up with customers post-resolution to confirm satisfaction and, where appropriate, request a revised reviewComplaint Handling & EscalationOwn customer complaints from first contact through resolutionDe-escalate frustrated customers calmly and find a fair, workable solutionLog every complaint accurately, including root cause, for internal trackingProduct KnowledgeBuild and maintain working knowledge of CAR101's full product range to answer usage and compatibility questions confidentlyStay updated on new product launches, offers, and policy changesCoordinationWork closely with Warehouse, Marketplace, and Marketing teams to resolve customer issues quicklyShare recurring customer pain points with management to help improve product, packaging, or processReporting & DocumentationMaintain accurate call logs and query records in the designated system/trackerPrepare daily/weekly reports on call volume, resolution rate, and common query typesREQUIRED SKILLS & EXPERIENCE0–2 years of experience in customer support, telecalling, or a similar voice-based role (freshers with strong communication skills are welcome)Clear, confident spoken communication in Hindi and English; other regional languages are a plusPatient, empathetic approach to handling customer concernsBasic computer skills (CRM/ticketing tools, Excel/Google Sheets)Good listening skills and the ability to stay calm under pressurePREFERRED QUALIFICATIONSPrior experience in e-commerce or D2C customer supportFamiliarity with Amazon/Flipkart order and return processesExperience with call center software or helpdesk/ticketing toolsKEY PERFORMANCE INDICATORS Call resolution rate · Average handling time · Customer satisfaction (CSAT) score · Ratings/reviews generated · Complaint escalation rate · Call log accuracy · Adherence to response TATIDEAL CANDIDATE Someone who's genuinely good with people — patient on a bad call, clear on a confusing one, and comfortable owning a problem until it's actually solved, not just passed along. Comfortable working on-site at Baner, Pune, and coordinating closely with Warehouse and Marketplace teams.HOW TO APPLY Interested candidates should share their updated CV to hr@car101.in Joining: Immediate