Customer Support Intern

Snapdeal · India

About the Role

We are looking for a Customer Support Intern – Escalation Desk to assist in handling customer queries and escalations across Voice, Chat, and Blended support channels . This role offers an opportunity to gain hands-on experience in e-commerce customer support, issue resolution, and customer experience .

Key Responsibilities

• Assist in handling customer queries and escalations through Voice, Chat, and Blended channels .
• Support customers with queries related to orders, deliveries, returns, refunds, cancellations, payments, and products .
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Follow up on open cases and ensure proper closure.
• Maintain accurate records of customer interactions and escalations.
• Identify recurring customer issues and highlight them to the team.
• Meet defined TAT, quality, CSAT, and productivity expectations.
• Follow customer support processes, guidelines, and escalation protocols.

Requirements

• Freshers / 0–1 year of experience in Customer Support, Customer Experience, or a similar role.
• Strong verbal and written communication skills.
• Comfortable handling Voice, Chat, and Blended support processes.
• Good problem-solving and interpersonal skills.
• Ability to handle customer queries patiently and professionally.
• Basic knowledge of MS Excel/Google Sheets and CRM/ticketing tools.
• Prior exposure to E-commerce, Retail, Marketplace, or Consumer Internet is a plus.
• Willingness to work in a fast-paced customer-facing environment .