Customer Care & Order Support Specialist – US Market

Companies: All Silver Gifts & Krysaliis

Location: Remote – India

Experience: 0–2 years of customer service, international voice support, or e-commerce customer support experience

Reporting to: CEO & Founder

Compensation: ₹4–5 LPA

Employment Type: Full-Time

Work Hours: Monday–Friday, 8 AM–8 PM US Eastern Time; weekends, 10 AM–5 PM US Eastern Time

Work Schedule: Assigned shifts within the coverage windows, including scheduled weekend work and designated weekly time off- 6 days working

About the Role

We’re looking for a highly articulate, customer-focused, and self-driven Customer Care & Order Support Specialist to manage end-to-end customer support for All Silver Gifts and Krysaliis, two premium silver gifting brands serving customers in the United States.You’ll work directly with the business owner, independently managing customer calls, emails, order inquiries, complaints, support tickets, personalized orders, returns, refunds, and delivery-related issues.

This is not a conventional high-volume call center role. Customer activity will fluctuate, with quieter periods and occasional peaks, particularly during gifting seasons. We need someone who can manage their workload independently, proactively follow up on unresolved issues, and take complete ownership of customer concerns from the initial inquiry through final resolution.The ideal candidate combines exceptional English communication, empathy, attention to detail, and sound judgment with the ability to deliver a premium customer experience.

Communication excellence is non-negotiable. The successful candidate must be confident speaking with American customers, handling sensitive complaints, and communicating clearly and professionally across every interaction.

What You’ll Do

Customer Communication & Support

- Handle inbound and outbound customer calls, emails, voicemails, website inquiries, and assigned social media messages for both brands.
- Respond to questions about products, silver materials, dimensions, engraving, monograms, gift packaging, stock availability, order processing, and shipping.
- Assist customers in selecting suitable gifts while providing accurate product and delivery information.
- Review previous interactions before responding and maintain consistent, personalized communication.
- Use the appropriate brand identity, policies, email signatures, and approved response templates.
- Complete promised callbacks, document outcomes, and proactively follow up on unresolved inquiries.

Customer Support Ticket Management

- Create and manage support tickets for complaints, returns, callbacks, and inquiries requiring further action, including telephone inquiries.
- Accurately document customer details, brand, order number, issue, requested resolution, and relevant gift or event deadlines.
- Attach supporting photos, order instructions, correspondence, and other relevant evidence.
- Prioritize tickets and ensure every unresolved case has a designated owner, next action, and follow-up deadline.
- Track pending, duplicate, and overdue tickets while maintaining consistent customer communication.
- Keep internal discussions separate from customer-facing messages.
- Close tickets only after the agreed action has been completed and the customer has been informed.

Order Management & Delivery Coordination

- Monitor order payments, production status, fulfillment progress, dispatch schedules, and shipment tracking through Shopify and relevant systems.
- Coordinate directly with warehouses, suppliers, production teams, and shipping partners to resolve order-related issues.
- Handle address changes, cancellations, and personalization modifications according to approved procedures and production status.
- Obtain production confirmation before promising order changes, cancellations, or engraving modifications.
- Investigate delayed, missing, damaged, or incorrectly delivered shipments.
- Initiate authorized carrier investigations and claims and follow them through completion.
- Proactively notify customers about known delays or disruptions.
- Prioritize urgent orders linked to birthdays, weddings, anniversaries, holidays, and other time-sensitive occasions.

Engraving & Personalized Order Support

- Understand engraving styles, placement options, character limits, monogram formats, and personalization requirements.
- Clearly explain how monogram initials will appear on finished products.
- Review customer instructions, production records, and finished-item evidence when investigating personalization disputes.
- Identify incomplete, conflicting, or unclear engraving instructions and obtain clarification.
- Coordinate proof approvals and communicate approved changes to production.
- Verify whether polishing, correction, or re-engraving is technically possible before offering a solution.
- Identify recurring personalization misunderstandings and recommend improvements to website instructions.

Complaint Handling & Service Recovery

- Manage customer complaints with empathy, professionalism, and a solution-oriented approach.
- Investigate issues using customer communications, order history, photographs, production records, and delivery information.
- Distinguish between manufacturing defects, business errors, shipping damage, customer-entered personalization mistakes, unclear instructions, and changes of mind.
- Apply approved complaint-resolution guidelines fairly and consistently.
- Offer authorized remedies, including corrections, replacements, eligible returns, or preferential remake pricing.
- Clearly explain decisions and available alternatives when a requested refund or replacement cannot be approved.
- Escalate disputed workmanship, high-value remedies, repeated complaints, and exceptions requiring management approval.
- Maintain ownership of complaints while awaiting decisions from the business owner, warehouse, or supplier.





Returns, Refunds & Replacements

- Review return and refund requests against the applicable brand policy and personalization status.
- Differentiate damaged, defective, or incorrect-item complaints from change-of-mind requests.
- Request relevant supporting information without creating unnecessary delays for customers.
- Obtain management approval for personalized-order exceptions and remedies outside delegated authority.
- Provide authorized return instructions, references, and shipping labels where applicable.
- Track returned shipments, warehouse receipt, inspection outcomes, and pending resolutions.
- Process approved refunds or coordinate authorized replacements within agreed timelines.
- Accurately document refund amounts, shipping costs, concessions, and resolution reasons.
- Confirm completion with customers and maintain complete case histories.

Customer Reviews & Brand Reputation

- Monitor assigned customer review platforms during working days.
- Identify negative reviews associated with unresolved complaints and prioritize follow-up.
- Prepare professional, factual, and courteous public responses for initial management approval.
- Protect customer privacy by keeping personal information and order details out of public replies.
- Resolve concerns privately without publicly disputing responsibility.
- Never link refunds, replacements, or goodwill offers to a customer's willingness to modify or remove a review.
- Report recurring causes of negative feedback and recommend preventive improvements.

Product Knowledge & Process Improvement

- Develop strong product knowledge across both brands, including sterling silver, sterling silver layer, silver plate, and other materials offered.
- Maintain accurate information about product care, engraving, gift packaging, shipping, and return policies.
- Stay informed about holiday ordering deadlines, production notices, and delivery restrictions.
- Use and maintain approved customer response templates and support documentation.
- Identify missing product details, confusing website content, and recurring customer concerns.
- Verify uncertain information with the appropriate team before making commitments to customers.

Reporting & Business Owner Coordination

- Work directly with business owner on customer escalations, approvals, and operational concerns.
- Review overnight inquiries, urgent orders, overdue follow-ups, and unresolved complaints at the start of each assigned shift.
- Maintain accurate ticket updates and customer communications throughout the shift.
- Follow up on outstanding warehouse responses and complete promised callbacks.
- Provide clear handovers for urgent cases requiring attention outside assigned working hours.
- Prepare concise weekly performance reports covering:
- New, resolved, open, and overdue tickets.
- Response times, missed callbacks, and unresolved complaints.
- Complaint categories and root causes.
- Returns, refunds, replacements, and goodwill costs.
- Pending management decisions with recommended next steps.
- Recurring warehouse, supplier, product, and website issues.
- Suggested improvements to reduce repeat complaints.

Required Skills & Experience (Must-Haves)

- 0–2 years of experience in customer support, international voice processes, e-commerce customer service, retail support, or a similar customer-facing role.
- IELTS certification is mandatory, with a preferred overall band of 7.0 or above and Speaking score of 7.5 or above.
- Exceptional spoken and written English communication skills (10/10), including clear pronunciation, excellent grammar, fluency, and strong listening comprehension.
- Confidence communicating directly with US-based customers over calls and emails.
- Strong customer empathy, patience, professionalism, and the ability to handle difficult conversations.
- Excellent problem-solving skills with the ability to investigate complaints and recommend practical resolutions.
- Strong organizational skills and attention to detail when managing orders, tickets, and customer commitments.
- Ability to work independently, prioritize fluctuating workloads, and follow through without constant supervision.
- Basic proficiency with spreadsheets, email, web applications, and customer management systems.
- Ability to learn product specifications, order management workflows, and company policies quickly.
- Willingness to work assigned US Eastern Time shifts, including scheduled weekends.
- Reliable internet connectivity and a quiet, professional remote working environment.

Nice-to-Haves

- Previous experience in a US international voice or blended voice/email support process.
- Hands-on experience with Shopify or similar e-commerce platforms.
- Familiarity with Zendesk, Gorgias, Freshdesk, Zoho Desk, or comparable ticketing systems.
- Experience handling order tracking, shipping disputes, returns, refunds, and customer complaints.
- Exposure to US retail, D2C e-commerce, luxury gifting, personalized products, or premium consumer brands.
- Familiarity with warehouse coordination, fulfillment processes, and shipping carriers.
- Experience handling engraving, customization, or made-to-order product inquiries.
- Experience responding to online customer reviews and managing service recovery.
- Ability to identify recurring customer problems and suggest process improvements.

Working Hours & Expectations The businesses serve US customers and require customer support coverage during the following windows:

- Monday–Friday: 8:00 AM–8:00 PM US Eastern Time




- Saturday–Sunday: 10:00 AM–5:00 PM US Eastern Time

The selected candidate will work assigned shifts within these windows. Weekend availability is required, with shorter weekend coverage hours and weekly time off arranged according to the agreed schedule. Customer activity is expected to fluctuate rather than remain consistently high. The candidate must use quieter periods productively to clear pending tickets, follow up on customer issues, coordinate with suppliers, and maintain accurate records. Flexibility during holiday seasons, urgent gifting deadlines, and increased customer activity is important.

Performance Expectations The successful candidate will be expected to:

- Provide an initial human response within four business hours during assigned coverage.
- Communicate investigation findings or a explicit next step within one business day.
- Update customers with unresolved complaints at least once each business day unless a different date has been agreed.
- Complete all promised callbacks on time.
- Maintain complete ticket records with an owner, next action, and follow-up deadline.
- Escalate urgent complaints and time-sensitive orders within the same shift, or sooner when immediate action is required.
- Communicate realistic resolution timelines when dependent on warehouse, production, supplier, or carrier responses.
- Maintain consistently high standards of communication, accuracy, customer satisfaction, and follow-through.

Performance will be evaluated based on service quality, issue ownership, accurate resolutions, customer experience, and adherence to agreed processes—not simply ticket volume or call counts.

Decision-Making & Escalation Authority The specialist will independently handle routine customer inquiries, order updates, tracking requests, standard policy-compliant returns, production coordination, and approved goodwill remedies.

The following matters require business owner or manager approval:

- Exceptions involving personalized-product returns.
- Disputed engraving quality or unclear responsibility.
- Refunds, replacements, discounts, or concessions above authorized limits.
- High-value remakes or repeated goodwill requests.
- Chargebacks, legal correspondence, and sensitive public responses.

Independent refund, replacement, discount, and shipping allowances will be established and documented during onboarding. Initial Training & Onboarding

Before independently managing customer cases, the selected candidate will:

- Complete product and policy training for both brands.
- Learn engraving options, monogram conventions, and personalization workflows.
- Receive training on Shopify, the designated helpdesk, and warehouse communication processes.
- Review existing unresolved complaints and establish appropriate follow-up actions.
- Study examples of effective and ineffective customer complaint handling.
- Practice common scenarios involving damaged products, delayed gifts, engraving disputes, and personalized-order return requests.
- Submit sensitive customer responses and complaint decisions for review until independent handling is approved.

The business will provide current policies, product references, appropriate system access, warehouse contacts, and a manager for escalations.

Interview Process

- Round 1: HR Screening & English Communication Assessment
- Round 2: Final Interview with Anisha / Business Owner – Evaluate independent ownership, problem-solving, judgment, reliability, and overall role suitability.

Why Work With All Silver Gifts & Krysaliis?

This opportunity offers hands-on exposure to US e-commerce operations and premium personalized gifting, with direct access to the business owner and responsibility across the complete customer support lifecycle.Rather than performing repetitive call-center tasks, you’ll develop practical experience in customer relationship management, order fulfillment, complaint resolution, service recovery, and e-commerce operations.You’ll have the opportunity to build robust international communication skills, contribute directly to customer satisfaction, and help improve the customer experience across two distinctive gifting brands.

About All Silver Gifts & Krysaliis

All Silver Gifts is a Washington-state-based retailer specializing in premium sterling silver gifts and personalized keepsakes for customers across the United States. The brand offers carefully selected gifts for meaningful occasions, including births, weddings, anniversaries, graduations, and family milestones. Its focus is on authentic craftsmanship, timeless designs, and gifts that can be cherished for generations.

Website: https://www.allsilvergifts.com

Krysaliis, founded in 2010, specializes in beautifully crafted sterling silver and silver-plated gifts, personalized keepsakes, and meaningful gifting products. Its collections include baby gifts, picture frames, engraved products, wedding gifts, and corporate gifting options. The brand emphasizes craftsmanship, thoughtful personalization, and elegant presentation.

Website: https://www.krysaliis.com

Both brands share a commitment to delivering memorable gifting experiences supported by quality products, attention to detail, and dependable customer service.

Our Customer Service Philosophy

We believe exceptional customer service is built on trust, empathy, accuracy, and accountability.

We value individuals who

- Take Ownership: Follow customer concerns through to resolution instead of simply passing them along.
- Communicate With Clarity: Provide accurate, professional, and timely information.
- Lead With Empathy: Understand the emotional significance of gifts and important occasions.
- Demonstrate Integrity: Apply policies fairly and never make unsupported commitments.
- Stay Proactive: Anticipate problems, follow up consistently, and prevent avoidable escalations.
- Continuously Improve: Identify recurring service issues and recommend better ways of working.

📌 Customer Care & Order Support Specialist – US Market (India)
🏢 Krysaliis Solid Silver
📍 India