Purpose of the Role
We are seeking a Customer Complaint Executive to manage and resolve customer complaints across marketplace buyer–seller portals and the company’s own customer complaint portal. The role requires strong coordination, SLA management, and professional communication to ensure high customer satisfaction and marketplace compliance.
Job Responsibilities (KRA)
Complaint Handling & Resolution
- Respond to and resolve customer complaints on Amazon Buyer–Seller Central, including: o Order issues
- Delivery delays
- Refund and return disputes
- A-to-Z claims and escalations
- Handle customer complaints on Flipkart Seller Hub, ensuring:
- Timely and accurate responses
- Compliance with Flipkart SLA and quality metrics
- Manage complaints received through the company’s own customer complaint portal, including:
- Website tickets
- App-based complaints
- Email and chat escalations
Complaint Handling & Resolution
- Ensure SLA adherence on all buyer–seller portals and internal systems
- Maintain accurate documentation and evidence uploads on marketplace portals
- Track complaint status, resolutions, and escalations across platforms
- Coordinate with logistics, warehouse, finance, and vendor teams to close cases
- Handle marketplace penalties, warnings, and policy-related cases proactively
Customer Communication
- Provide clear, professional, and empathetic responses to customers
- Draft and use standard response templates aligned with marketplace guidelines
- Handle high-risk and escalated complaints with priority
- Ensure consistent tone and messaging across all platforms
Reporting & Improvement
- Analyze complaint trends from Amazon, Flipkart, and internal portals
- Identify root causes and recommend process improvements
- Prepare daily/weekly complaint and escalation reports
- Support audits and reviews related to customer complaints
Job Requirements (KPI)
- .Bachelor’s degree in any discipline
- Hands-on experience handling complaints on Amazon Seller Central / Flipkart Seller Hub
- Strong written and verbal communication skills
- Knowledge of returns, refunds, replacements, and RTO processes
- Familiarity with CRM and ticketing systems
- Ability to handle pressure and strict SLAs
- Experience managing A-to-Z claims and Flipkart escalations
- Understanding of marketplace policies and compliance requirements
- Exposure to CSAT, NPS, TAT, and escalation metrics
- Experience with social media or public complaint handling is a plus
