Job Description
Job Summary
Swiggy is seeking a dedicated and customer-centric Helpdesk Executive to join our remote support team. In this role, you will be the primary point of contact for customers, delivery partners, and merchants seeking assistance with orders, payments, app navigation, and support-related queries. You will help ensure a seamless user experience by providing timely solutions, escalating issues when necessary, and maintaining high service quality standards. This position is ideal for individuals who enjoy problem-solving, multitasking, and working in a fast-paced digital environment.
Key Responsibilities
- Respond to customer, merchant, and delivery-partner inquiries via chat, email, or phone in a professional and empathetic manner.
- Resolve order-related issues including delays, refunds, replacements, and payment discrepancies.
- Troubleshoot app-related concerns and guide users in navigating features or resolving technical problems.
- Maintain accurate records of interactions, follow-up actions, and feedback in the system.
- Collaborate with internal teams to escalate unresolved cases and ensure timely resolution.
- Monitor and meet performance metrics such as response time, quality score, and customer satisfaction.
- Provide clear communication and proactive updates to users throughout the support cycle.
- Identify recurring issues and share insights to help improve processes and enhance customer experience.
Required Skills and Qualifications
- Excellent verbal and written communication skills in English (additional regional languages are a plus).
- Strong customer service orientation with a problem-solving mindset.
- Familiarity with smartphone applications, web-based chat tools, and CRM systems.
- Ability to multitask, stay organized, and handle high-volume interactions efficiently.
- Basic technical troubleshooting abilities.
- Good listening skills and a high level of patience and empathy.
Experience
- 0–2 years of experience in customer service, helpdesk operations, call center roles, or online support.
- Freshers with strong communication skills and enthusiasm for customer service are also encouraged to apply.
Working Hours
- Remote work with flexible shifts.
- Rotational shifts may include weekends, evenings, and public holidays depending on business requirements.
- Full-time role with 8–9 hours of work per day.
Knowledge, Skills, and Abilities
- Strong understanding of customer behavior and support protocols.
- Ability to learn and adapt to new tools, technologies, and processes quickly.
- Team-oriented approach with the ability to work independently when required.
- High attention to detail and accuracy in recording information.
- Emotional resilience and the ability to remain calm under pressure.
Benefits
- Competitive salary package with performance-based incentives.
- Work-from-home convenience with all required digital support.
- Opportunities for career growth within Swiggy’s expanding support and operations teams.
- Paid time off, employee assistance programs, and wellness support.
- Training and skill-development programs to enhance your career journey.
Why Join Swiggy
At Swiggy, you become part of one of India’s most innovative technology-driven companies. You’ll work with passionate teams committed to enhancing customer experiences, shaping the future of online food delivery, and creating impact at scale. You’ll enjoy a supportive work environment, continuous learning opportunities, and the chance to grow within a fast-evolving digital ecosystem.
How to Apply
Interested candidates can apply through the official Swiggy Careers page or submit their updated resume via the designated application portal. Shortlisted applicants will be contacted for assessments and interviews. Ensure your resume showcases your communication skills, customer service experience, and willingness to work in dynamic shift environments.
Job Details
| Salary |
$10 - $20 |
| Job Type |
Full-time |
| Remote/Onsite |
Remote |
| Location |
|
| Last Apply Date |
2026-03-21 |