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.