Customer Support Specialist E commerce & International Roles

HARSHITA KUMARI

+91-766**-***** *****************@*****.***

Jaipur, India

CUSTOMER SUPPORT EXECUTIVE INTERNATIONAL &

E-COMMERCE PROCESS 2.5+ YEARS

PROFESSIONAL SUMMARY

Customer Support Executive with 2.5+ years of experience in international and e-commerce customer service (Amazon UK process). Experienced in handling voice, chat and email support, resolving seller account issues, managing escalations, and meeting SLA & quality targets. Strong communication, problem-solving and customer handling skills with proven ability to reduce repeat contacts and improve customer satisfaction. WORK EXPERIENCE

Concentrix — Customer Service Executive

Sept 2023– sep 2024

● Resolve customer queries across chat, email and calls within SLA timelines

● Monitor queues and maintain productivity & quality metrics (AHT, FCR, CSAT)

● Coordinate with internal teams for faster case resolution

● Document solutions and update knowledge base to reduce repeat contacts

● Handle escalations and difficult customers professionally Teleperformance — Amazon UK Seller Support Associate September 2024 - January 2026

● Supported Amazon sellers with account health, claims & reimbursements

● Investigated policy violations and guided sellers on corrective actions

● Delivered first contact resolution in high-volume international queue

● Maintained quality and productivity targets as per process guidelines

● Escalated critical cases to internal teams ensuring timely closure SKILLS

Customer Support: Voice Chat Email Escalation Handling Process Knowledge: E-commerce Support Seller Support Ticket Handling Performance Metrics: SLA AHT FCR CSAT Quality Score Tools: CRM Tools, Microsoft Excel, Outlook, Teams

Soft Skills: Communication Active Listening Problem Solving Empathy EDUCATION

Bachelor of Business Administration — 2023

Gossner College, Ranchi

CERTIFICATIONS

Customer Service Foundations

AI training course

Problem Solving & Troubleshooting

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