Customer Service Advisor (CSA)

Job Overview

We are hiring 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 delivering excellent customer service by resolving queries efficiently and professionally.

Advisors will support customers with order-related concerns while maintaining quality, productivity, and customer satisfaction standards.

Key Responsibilities

• Handle inbound customer calls related to e-commerce retail services
• Resolve customer concerns related to:
• Order cancellations
• Refund requests
• Missing or lost orders
• Return requests
• Payment-related issues
• Provide professional and empathetic customer support
• Follow SOPs and quality standards while handling customer interactions
• Maintain productivity and KPI targets
• Accurately update customer details and interaction records in CRM systems

Eligibility Criteria

• Minimum 1 year of BPO customer service experience in:
• Retail process
• Airline process
• Insurance process
• Experience in international voice process is mandatory
• No employment gaps in work history
• Candidates serving notice period will be preferred
• Fluent English communication skills (C1/C2 level)
• Strong customer handling, listening, and problem-solving skills
• Comfortable working in a fast-paced environment

Work Schedule

• 5.5-day working week
• Rotational shifts and rotational weekly offs
• No fixed weekly offs or leave schedules

Training & Certification

Selected candidates will undergo structured training:

• Process Training – 5 Days
• Nesting Period – 5 Days (Live calls with support)
• Minimum 85% score required in each stage
• Successful completion of training is mandatory

Key Skills Required

• Excellent communication skills
• Customer handling & empathy
• Problem-solving ability
• Ability to manage high call volumes
• Basic computer and CRM knowledge
• Understanding of quality parameters

Preferred Candidate Profile

• Experience in international voice process only
• Ability to maintain service quality under pressure
• Strong adaptability in a dynamic work environment

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Experience

• International voice process: 1 year (Required)

Work Location: In person