Job Overview 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 explicit, 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 fast-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: 1. Process Training: 5 Days 2. 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.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Success Specialist (Pune)
🏢 CISPL
📍 Pune