Customer Support Intern

**Donatekart** is India's most reliable online platform for donating to charities. Our award\-winning platform allows donors to directly donate products to charities online and brings 100% transparency. In our 10\-year journey, we've helped over **10,000\+ NGOs across India** raise close to **400\+** Crore worth of products.

As a **Customer Support Intern** at Donatekart, you will support day\-to\-day customer communication across multiple channels. You will respond to donors and campaigners, manage live chats, handle daily calls, clear support emails, and moderate/clear social media comments to ensure a smooth and timely support experience **Key Responsibilities**### **1\) Chat Support (Donors \& Campaigners)**

* Handle incoming chat queries from donors and campaigners on the Donatekart platform.
* Provide accurate updates on campaigns, donations, payments, delivery/status, and general platform usage.
* Escalate technical or policy\-related issues to the relevant internal team with clear context.

### **2\) Call Support**

* Make and receive daily support calls as required (donor/campaigner follow\-ups, issue resolution, verification requests).
* Maintain professionalism, empathy, and clarity during conversations.
* Record call outcomes and next steps in the tracker/CRM.

### **3\) Email Support (Inbox Management)**

* Clear the support mailbox daily by responding to tickets and routing requests appropriately.
* Ensure proper categorization, tagging, and documentation of cases.
* Follow up on pending tickets until closure.

### **4\) Social Media Comment Moderation**

* Monitor and clear comments/messages on social media platforms (as assigned).
* Respond to standard queries and flag sensitive/urgent issues for escalation.
* Maintain brand tone and communication quality.

### **5\) Documentation \& Reporting**

* Update trackers with ticket details, resolution notes, and status.
* Share daily summary updates: number of chats/calls/emails handled, pending issues, and escalations.
* Contribute to FAQs and canned responses to improve response speed and consistency.

**Required Skills*** Strong written and verbal communication (English; Hindi/other Indian languages is a plus).
* Polite, empathetic, and solution\-oriented approach.
* Ability to multitask across chat/calls/email and manage time effectively.
* Basic proficiency with Google Sheets/Excel and documentation tools.
* Comfortable working with deadlines and SLAs.

**Preferred / Good to Have*** Prior experience with customer support, tele\-calling, or community moderation (internship/projects).
* Familiarity with social media platforms and customer communication etiquette.
* Interest in NGOs, crowdfunding, and social impact.