Customer Experience Associate

Role overview

This position is for a full-time, permanent customer service role based in Kokapet, Ranga Reddy District, Telangana, with work conducted in an office setting. The role focuses on supporting customers with online shopping questions, purchase-order concerns, identity checks, account security matters, and related service issues. You will serve as the first human point of contact for customer assistance.

Key responsibilities

• Handle customer queries by phone, chat, and email.
• Use multiple tools to find answers and guide customers in real time.
• Support identity verification and account-security checks when required.
• Spot and help prevent fraud or other security-related risks that could affect customers.
• Solve customer problems independently rather than following a rigid script.
• Resolve account, shopping, and service-related issues with a high standard of support.

Working style and shift expectations

• You should be comfortable working from Monday through Sunday on varying schedules.
• Rotational shifts are required, with a primary focus on late-night and overnight schedules, along with early morning, afternoon, weekend, and overtime coverage when needed.
• Attendance and punctuality throughout the full shift are essential.
• Strong commitment to the customer service function is expected during employment.

Work environment

• The role is office-based and primarily desk-oriented.
• You will support customers through phone, chat, and email for most of the shift.
• The workplace is climate-controlled and designed for comfort.
• Business casual clothing is suitable for the work setting.

Training and support

No prior customer service background is necessary. New hires receive training and a complete equipment package on joining. Learning support includes self-paced and instructor-led training, plus ongoing development opportunities.

Benefits and perks

• Medical insurance.
• Office amenities such as round-the-clock food and beverage options, a games room, and private prayer, lactation, and quiet spaces.
• Transportation allowance for the site.
• Meal allowance of Rs 1,100 per month.
• Additional pay for night shifts.
• Lifestyle perks and retail discounts through an internal benefits program.
• Employee assistance resources and support groups.

Eligibility

Applicants must be at least 18 years old, have completed 10+2/12th grade, be proficient in English, and be legally authorised to work in India. Both freshers and experienced candidates are welcome.

Additional terms

By participating in the interview and employment process, you consent to audio and video recording, along with the capture and storage of facial screenshots for assessment proctoring, identity verification, and internal records. The company also states that it may process candidate data in line with its privacy notice. Support is available for candidates who need workplace accommodation or hiring-process adjustments due to a disability.

Equal opportunity statement

The employer states that hiring decisions are based on experience and skills and that diversity is an important part of its workplace culture.