Job Summary

Flipkart is seeking a highly motivated Online Customer Service Specialist (Query Resolution) to join our virtual support team. In this role, you will be responsible for providing timely, accurate, and empathetic assistance to customers through chat, email, and other online support channels. You will serve as the first point of contact for customer queries, ensuring efficient resolution while maintaining Flipkart’s commitment to exceptional customer experience. This position is ideal for individuals who excel in communication, problem-solving, and delivering customer satisfaction in a fast-paced online environment.

Key Responsibilities

• Respond to customer inquiries through chat, email, and support portals in a prompt and professional manner.

• Resolve product, order, payment, delivery, and account-related queries with accuracy and clarity.

• Document all interactions and maintain records in the customer support system.

• Coordinate with internal teams such as logistics, technical support, seller support, and operations for issue escalation and resolution.

• Follow established scripts, policies, and procedures while maintaining high-quality service standards.

• Identify recurring issues and share feedback with management to improve customer experience.

• Maintain performance metrics including response time, quality scores, and customer satisfaction ratings.

• Handle customer complaints with patience, empathy, and a solution-driven mindset.

Required Skills and Qualifications

• Excellent written and verbal communication skills in English (additional languages are an advantage).

• Strong problem-solving abilities with attention to detail.

• Ability to multitask and manage time efficiently in a remote work setup.

• Good typing speed and accuracy.

• Familiarity with customer service tools, CRM platforms, and online support systems.

• Basic understanding of e-commerce operations, order workflows, and customer lifecycle.

• Ability to stay calm under pressure and maintain professional conduct at all times.

Experience

• 0–3 years of experience in customer service, online support, or call center roles (freshers are welcome to apply).

• Experience in e-commerce customer support will be an added advantage.

Working Hours

• Flexible work-from-home schedule based on business needs.

• Rotational shifts, including weekends and public holidays.

• 8–9 hour shift per day with scheduled breaks.

Knowledge, Skills, and Abilities

• Strong understanding of customer service etiquette and service quality principles.

• Proficiency in using computers, MS Office tools, and online communication platforms.

• Ability to analyze customer needs and offer appropriate solutions.

• High degree of reliability, responsibility, and self-discipline.

• Positive attitude, team spirit, and willingness to learn new processes.

Benefits

• Work-from-home convenience with stable career growth opportunities.

• Competitive salary with performance-based incentives.

• Health and wellness benefits as per company policy.

• Professional development, training programs, and career advancement.

• Employee discounts on Flipkart products.

• Supportive and collaborative virtual work environment.

Why Join Flipkart?

At Flipkart, you will be part of a dynamic, innovative, and customer-centric organization that is redefining the e-commerce experience in India. We value passion, creativity, and dedication, offering a culture that encourages growth, inclusivity, and collaboration. Join us to build a meaningful career while contributing to customer delight across the nation.

How to Apply

Interested candidates can submit their updated resume through the Flipkart Careers Page or via the official recruitment email. Shortlisted applicants will be contacted for an online assessment and virtual interview.