Customer Support Executive

Job Title: Customer Support Executive – E-commerce (Buyer & Seller Support + AI Enablement)Experience: 2–4 YearsLocation: Marol, AndheriType: Full-time | On-siteTiming: 9:30 AM – 6:30 PM (Mon–Fri WFO, All Sat WFH)About Gajab:Bring the Bazaar Online                             Gajab is reimagining online shopping for India's next 100 million value-seeking users. We're building India's first AI-powered bargaining marketplace where technology negotiates on behalf of customers and sellers, recreating the interactive, joyful bazaar experience at your fingertips.Our Mission: To bring the real /"desiness/" of shopping online the thrill of negotiation, the joy of getting a great deal, and the human touch of India's vibrant bazaars all powered by smart technology.About the RoleWe are building a fast-growing e-commerce marketplace and are looking for a Customer Support Executive who can deliver high-quality support across both buyer and seller journeys. This role goes beyond traditional support you will also play a key role in leveraging AI tools and automations to improve efficiency, reduce response times, and enhance overall customer experience.The ideal candidate should be fluent in English, Hindi, Gujarati, and Marathi, and comfortable handling both chat and voice support.Key ResponsibilitiesHandle customer and seller queries via chat, email, and voice calls in a timely and professional mannerSupport both buyers (orders, payments, returns, refunds) and sellers (if required - order management, payouts, platform queries)Resolve complaints efficiently with a strong focus on empathy, ownership, and resolution qualityCoordinate with internal teams (logistics, seller onboarding, tech, category) for issue resolutionMaintain accurate records of interactions in CRM/ticketing systemsAI & Automation ResponsibilitiesIdentify repetitive query patterns and suggest opportunities for automationWork with internal teams to build and improve AI-driven workflows (chatbots, canned responses, auto-resolution flows)Train and optimize AI support tools by refining prompts, response templates, and knowledge base contentContinuously improve self-serve help content (FAQs, flows, scripts) to reduce inbound ticketsMonitor AI performance (accuracy, resolution rate) and escalate gaps for improvementMust-Have Experience:2–4 years of experience in customer support, preferably in an e-commerce or marketplace setupStrong command over English, Hindi, Gujarati, and Marathi (spoken & written)Experience handling both chat and voice supportSolid understanding of e-commerce workflows (order lifecycle, returns, refunds, COD, seller operations, logistics)Exposure to or willingness to learn AI tools / automation platforms / chatbot systemsProficiency in CRM tools, ticketing systems, and basic ExcelStrong problem-solving and multitasking abilitiesGood to HaveExperience in buyer + seller (two-sided marketplace) supportHands-on exposure to chatbot tools, automation workflows, or AI-based support systemsUnderstanding of CX metrics (CSAT, NPS, FCR)Prior experience in high-volume support environmentsWhat We’re Looking ForCustomer-first mindset with strong ownershipCuriosity and willingness to experiment with AI-driven efficienciesAbility to think in terms of scalable solutions, not just one-time fixesCalm and structured approach to handling escalationsProcess-oriented with attention to detailKPIs / Success MetricsCustomer & Seller Satisfaction (CSAT)First Response Time (FRT)Resolution TimeFirst Contact Resolution (FCR)AI-driven ticket deflection / automation rateQuality Assurance (QA) scores How to Apply Send your resume to: Subject Line: /"Customer Support Executive - [Your Name]/"What Happens Next:We'll acknowledge your application within 24-48 hoursShortlisted candidates will be contacted within 10 days

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