We are seeking dynamic and customer-focused Customer Service Advisors for our US-based E-Commerce support process. The role involves handling inbound customer calls, resolving order-related concerns, and delivering a high level of customer satisfaction through effective communication and problem-solving.
Key Responsibilities
- Handle 40-50 inbound calls daily related to E-Commerce services.
- Assist customers with:
- Order cancellations
- Refund and money-back requests
- Lost or missing orders
- Return requests
- Payment-related issues
- Deliver professional, clear, and empathetic customer support.
- Follow standard operating procedures (SOPs) for issue resolution.
- Maintain service quality and meet defined KPIs.
- Accurately document all customer interactions in the CRM system.
Eligibility Criteria
- Minimum 1 year of experience in BPO customer service in any of the following:
- Retail process
- Airline process
- Insurance process
- No employment gaps in work history.
- Must reside within 15 km transport boundary or be willing to relocate.
- Fluent English communication skills (C1/C2 level mandatory) .
- Strong listening,
problem-solving, and customer handling skills.
- Experience working in a fast-paced environment .
Work Schedule
- 5.5-day working week :
- Rotational shifts and weekly offs
- No fixed day-offs or guaranteed consecutive leaves
- Work schedule will be communicated by the TA team during hiring
Training & Certification
- Process Training : 5 Days
- Nesting Period : 5 Days (Live calls with support)
- Minimum 85% score required in each stage
- Successful completion of both stages is mandatory
Key Skills
- Excellent English communication (C1/C2 level)
- Customer empathy and handling skills
- Strong problem-solving ability
- Ability to manage high call volumes
- Basic computer & CRM knowledge
- Understanding of quality parameters
- Experience in international voice processes only :
- Ability to handle high call volumes while maintaining quality
- Adaptable and comfortable in a dynamic, fast-paced setting