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 RESPONSIBILITIES
Call Handling
Attend inbound calls regarding orders, products, and general queries promptly and professionally
Make outbound calls for COD order confirmation, delivery follow-ups, and post-purchase check-ins
Maintain a polite, brand-appropriate tone on every call, including with frustrated or upset customers
Query Resolution
Resolve queries related to order status, delivery timelines, payments, and cancellations
Guide customers on product usage (e.g., how to apply a ceramic coating, use a foam cannon) where needed
Escalate unresolved or complex issues to the right internal team promptly, with full context
Order & Delivery Support
Track order and shipment status across channels and communicate accurate updates to customers
Coordinate with the Warehouse/Operations team on delayed, damaged, or missing shipments
Support the returns, replacement, and refund process end-to-end from the customer's side
Feedback & Review Management
Proactively encourage satisfied customers to leave ratings and reviews on Amazon, Flipkart, and other platforms
Identify and flag negative feedback trends to the Marketplace and Product teams
Follow up with customers post-resolution to confirm satisfaction and, where appropriate, request a revised review
Complaint Handling & Escalation
Own customer complaints from first contact through resolution
De-escalate frustrated customers calmly and find a fair, workable solution
Log every complaint accurately, including root cause, for internal tracking
Product Knowledge
Build and maintain working knowledge of CAR101's full product range to answer usage and compatibility questions confidently
Stay updated on new product launches, offers, and policy changes
Coordination
Work closely with Warehouse, Marketplace, and Marketing teams to resolve customer issues quickly
Share recurring customer pain points with management to help improve product, packaging, or process
Reporting & Documentation
Maintain accurate call logs and query records in the designated system/tracker
Prepare daily/weekly reports on call volume, resolution rate, and common query types
REQUIRED SKILLS & EXPERIENCE
0–2 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 plus
Patient, empathetic approach to handling customer concerns
Basic computer skills (CRM/ticketing tools, Excel/Google Sheets)
Good listening skills and the ability to stay calm under pressure
PREFERRED QUALIFICATIONS
Prior experience in e-commerce or D2C customer support
Familiarity with Amazon/Flipkart order and return processes
Experience with call center software or helpdesk/ticketing tools
KEY PERFORMANCE INDICATORS
Call resolution rate · Average handling time · Customer satisfaction (CSAT) score · Ratings/reviews generated · Complaint escalation rate · Call log accuracy · Adherence to response TAT
IDEAL 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

Work arrangement
No