Customer support intern

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.