We are hiring 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 delivering excellent customer service by resolving queries efficiently and professionally.
Advisors will support customers with order-related concerns while maintaining quality, productivity, and customer satisfaction standards.
Key Responsibilities
- Handle inbound customer calls related to e-commerce retail services
- Resolve customer concerns related to:
- Order cancellations
- Refund requests
- Missing or lost orders
- Return requests
- Payment-related issues
- Provide professional and empathetic customer support
- Follow SOPs and quality standards while handling customer interactions
- Maintain productivity and KPI targets
- Accurately update customer details and interaction records in CRM systems
Eligibility Criteria
- Minimum 1 year of BPO customer service experience in:
- Retail process
- Airline process
- Insurance process
- Experience in international voice process is mandatory
- No employment gaps in work history
- Fluent English communication skills (C1/C2 level)
- Strong customer handling, listening, and problem-solving skills
- Comfortable working in a fast-paced setting
Work Schedule
- 5.5-day working week
- Rotational shifts and rotational weekly offs
- No fixed weekly offs or leave schedules
Training & Certification
- Process Training - 5 Days
- Nesting Period - 5 Days (Live calls with support)
- Minimum 85% score required in each stage
- Successful completion of training is mandatory
Key Skills Required
- Excellent communication skills
- Customer handling & empathy
- Problem-solving ability
- Ability to manage high call volumes
- Basic computer and CRM knowledge
- Understanding of quality parameters
- Experience in international voice process only
- Ability to maintain service quality under pressure
- Strong adaptability in a dynamic work environment