Company: Larsen & Toubro (L&T) SuFin
Location: Mumbai, Maharashtra, India
Job Type: Full-Time, On-Roll
Function: Customer Service | Operations | B2B E-Commerce
Experience: 1–3 years (preferred)
Education: Graduate (Any discipline)
About L&T SuFin
L&T SuFin is a digital B2B e-commerce platform by Larsen & Toubro, designed to transform procurement in the construction and industrial sectors. With the backing of L&T’s legacy in logistics, procurement, and financing, SuFin empowers SMEs and industrial buyers/sellers to engage in seamless, cost-efficient transactions. This marketplace enhances buyer-seller connectivity, streamlines operations, and helps scale businesses digitally.
🔗 Learn more at L&T SuFin
Role Overview
As a Customer Service Executive at L&T SuFin, you will be at the heart of our operations, ensuring a seamless experience for platform users. This role requires a proactive individual who can resolve customer queries, manage end-to-end order lifecycle, resolve disputes efficiently, and contribute insights to enhance platform performance and customer satisfaction.
Key Responsibilities
- 📞 Customer Query Management: Address and resolve customer queries and concerns within the defined Turnaround Time (TAT).
- 📦 Order Fulfilment: Oversee complete order management—from placement to delivery—and ensure timely seller payouts.
- ⚖️ Dispute Resolution: Actively manage and resolve disputes between buyers and sellers to maintain platform trust and efficiency.
- 📊 Customer Feedback & Insights: Analyze customer feedback and suggest platform/process improvements to product and operations teams.
- 🤝 Internal Coordination: Collaborate with internal stakeholders to streamline customer support processes and ensure timely resolution.
- 📈 Reporting & MIS: Maintain up-to-date records, dashboards, and reports to support business decision-making and compliance.
Who We’re Looking For
✅ Qualifications
- Graduate in any discipline
- Strong communication skills (written and verbal)
💡 Experience & Skills
- 1–3 years of experience in customer service, preferably in B2B or E-commerce domain
- Proficiency in CRM systems and basic Excel/MS Office tools
- Ability to multitask and handle high-volume interactions
- Customer-first mindset with a problem-solving attitude
Career Growth & Role Development
This is an individual contributor role, with an opportunity to lead a team in the near future. L&T SuFin is a fast-scaling digital venture, offering growth opportunities in customer success, operations, and digital product functions.
What type of customer queries will I be handling?
You’ll be handling post-sales support including order status, delivery issues, disputes between buyers and sellers, and general platform navigation queries from B2B customers.
Is this a backend or client-facing role?
This is primarily a backend support role that involves interaction over calls, emails, and the CRM platform. It’s not a field or face-to-face sales position but requires excellent communication.