Customer Support Executive

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 Responsibilities

Handle 40 to 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 6 months+ 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

It 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 are 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 and Expectations

A 5 5 day working week

Weekly days off shift hours will be rotational and consecutive weekly days offs are not guaranteed

No commitment of fixed weekly days off 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 and Certification

Selected advisors will undergo a structured training program

Process Training 5 Days

Nesting Period 5 Days Live call with support

Each stage requires a minimum passing score of 85 percent to move forward

Candidates must successfully clear both stages to continue in the role

Key Skills Required

Fluent English communication C1 or 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

Preferred Candidate Profile

Experience only in international voice processes

Ability to manage high call volumes while maintaining service quality

Strong adaptability and willingness to work in a dynamic and fast paced retail support environment