Customer Service Support Specialist

Job Title: Customer Service Advisor – US E-Commerce Process (Voice)

Location: Jaipur, RIICO

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 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.

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.

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 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

5.5 days working week.

Weekly offs/ Shift Hours will be rotational, and consecutive weekly offs are not guaranteed.

No commitment of fixed weekly offs 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.

Preferred Candidate Profile

Experience in International voice processes Only.

Ability to manage high call volumes while maintaining service quality.