We are looking to hire Customer Service Advisors for the E-Commerce Customer Support process serving the US market. The role involves handling inbound customer calls related to retail orders and ensuring a high level of customer satisfaction by resolving queries efficiently and professionally.

Advisors will interact with customers regarding order-related issues and provide accurate resolutions while maintaining quality and productivity standards.

Key Responsibilities

- Handle 40 - 50 inbound customer calls per day related to E-Commerce retail services.
- Assist customers with queries such as:

Order cancellation

Refund requests

Lost or missing orders

Return requests

Payment issues or money-back requests
- Provide clear, professional, and empathetic customer support.
- Follow standard operating procedures while resolving customer issues.
- Maintain high-quality service and adhere to defined KPIs.
- Accurately document customer interactions in the system.

Eligibility Criteria
- Minimum 1 year of experience in BPO customer service, specifically in one of the

following:

Retail customer service process

Airline customer service process

Insurance customer service process

- No work experience gaps in employment history.
- It should be within company transport guidelines of 15 km or should relocate within the

boundary.
- Preference will be given to candidates currently serving their notice period.
- Fluent English communication skills are required (C1 or C2 level).




- Strong listening, problem-solving, and customer handling skills.
- The advisor should have experience of working in a quick-paced environment.

Work Schedule & Expectations
- A 5.5-day working week.
- Weekly days off/shift hours will be rotational, and consecutive weekly days offs are

not guaranteed.
- No commitment of fixed weekly days off or leave schedules.
- Candidates will be clearly informed about the working schedule by the Talent

Acquisition (TA) team during hiring and acknowledgement is required. Training & Certification

Selected advisors will undergo a structured training program:

- Process Training: 5 Days
- Nesting Period: 5 Days (Live call with support)

- Each stage requires a minimum passing score of 85% to move forward.
- Candidates must successfully clear both stages to continue in the role.

Key Skills Required
- Fluent English communication (C1/C2 level)
- Customer handling and empathy
- Problem-solving ability
- Ability to work in a high-volume call environment
- Basic computer and CRM handling skills
- Basic Understanding of Quality Parameters.

Preferred Candidate Profile
- Experience only in international voice processes.
- Ability to manage high call volumes while maintaining service quality.
- Strong adaptability and willingness to work in a dynamic and fast-paced retail support environment.

Contact Person HR Gayatri Soni - (phone hidden)

[email protected]

📌 Customer Support Executive - Jaipur
🏢 Team Vertex Cosmos
📍 Jaipur