International Voice Process

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 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. Work Schedule & 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 & 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. 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. 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.