{"id":2080760,"url":"https://alion.io/job/group-bayport-resolution-specialist","title":"Resolution Specialist","company":{"id":3808936,"name":"Group Bayport","domain":"groupbayport.com","url":"https://alion.io/company/caterpillar-signs","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":79,"open_postings":14,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Sales","role_family":"Sales","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ahmedabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"LinkedIn","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-08T08:04:10Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-11-13T01:59:42Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"About Company:\nGroup Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands - Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.\nWhile our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.\nFor more about Group Bayport, please visit\nWebsite: https://groupbayport.com/about-us/\nLinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/\nJob Description - Resolution Team Executive (Order Problem Handling)\nDepartment: Customer Experience / Resolution\nLocation: Ahmedabad/ Gurugram\nReports To: Team Leader - Resolution Team\nRole Overview\nThe Resolution Team plays a critical role in delivering a seamless post-purchase experience to customers. As a Resolution Team Executive, you will be responsible for handling customer issues related to orders, ensuring every case is resolved quickly, fairly, and with a customer-first approach. This role requires balancing empathy with efficiency, maintaining strong communication, and working collaboratively across departments such as Logistics, Quality, and Post-Sales to ensure end-to-end resolution.\nKey Responsibilities\nCustomer Case Handling\nManage all customer concerns related to order problems including delayed deliveries, wrong/missing items, damaged or defective products, and quality complaints.\nRespond promptly to customer queries through email, calls, and ticketing platforms ensuring a professional and empathetic tone.\nFollow the 3-response closure process - if the case isn’t closed within 3 written responses, call the customer directly to expedite resolution.\nEnsure tickets are closed within defined SLA timelines while maintaining high accuracy and quality.\nInvestigation & Coordination\nLiaise with Logistics team for delivery delays, lost shipments, or wrong item deliveries.\nCoordinate with Quality/Production team for product-related defects, missing parts, or finishing issues.\nWork with Post-Sales team for replacement, reshipment, or compensation approvals.\nDocument each step of the investigation clearly in the system to ensure transparency and accountability.\nPerformance & Productivity\nMeet daily productivity targets:\n- 32 responses/day (for agents with tenure of 3+ months)\n- 28 responses/day (for agents with tenure below 3 months).\nMaintain high First Response Time (FRT) and ensure quick follow-ups.\nAudit self-performance to minimize unnecessary responses or delays.\nParticipate in daily/weekly team reviews to discuss top issues, repeated errors, and improvements.\nCustomer Experience & Improvement\nDemonstrate empathy, ownership, and problem-solving mindset in every interaction.\nIdentify recurring customer pain points and escalate them to TL/Manager for process fixes.\nShare customer insights and feedback with the Training & Quality team for upskilling initiatives.\nUphold customer-first principles by ensuring clear, transparent, and honest communication with customers.\nSkills & Competencies\nExcellent written and verbal communication skills.\nStrong customer empathy with a problem-solving attitude.\nAbility to handle difficult or escalated conversations professionally.\nAnalytical mindset to identify root causes and suggest improvements.\nStrong organizational skills to manage multiple cases simultaneously.\nComfort with ticketing systems (Zendesk, Freshdesk, Salesforce, etc.).\nAbility to work collaboratively in a fast-paced, high-volume environment.\nQualifications & Experience\nGraduate in any discipline (Commerce, Business, Arts, or equivalent).\n1-3 years of customer service experience in E-commerce, Order Management, or Resolution teams.\nPrior experience handling escalations, refunds, or order fulfillment issues preferred.\nProficiency in MS Office (Excel, Word, Outlook) and familiarity with ticketing tools.\nGrowth & Development\nOpportunity to grow into Team Coach (TC) or Team Leader (TL) roles based on performance.\nRegular training sessions on product knowledge, customer handling, and process improvements.\nExposure to cross-functional teams (Logistics, Quality, Post-Sales) for career advancement.\nKey Metrics for Success (KPIs)\nDaily response closure target achieved (28-32 per agent).\nSLA adherence for ticket closure.\nReduction in repeat contacts for the same issue.\nPositive CSAT (Customer Satisfaction) scores and reduced escalations.\nAccuracy in documentation and resolution 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