Customer Service Representative

Job Title: Customer Service Representative

Location: Noida

Shift: Night Shift only (fixed) — 6:30 PM to 3:30 AM or 5:30 PM to 2:30 AM

About the Role

• Seeking a Customer Support Executive for inbound and outbound communication in eCommerce operations.
• Role involves direct customer and vendor interaction, query resolution, and ensuring a smooth support experience across calls, email, and chat.

Key Responsibilities

• Handle inbound customer calls for orders, returns, refunds, and general eCommerce queries.
• Make outbound calls to customers and vendors for order updates, coordination, and issue resolution.
• Manage customer queries via Email and Live Chat professionally and promptly.
• Maintain accurate records of customer interactions and resolutions in the CRM/support tool.
• Coordinate with internal teams (logistics, vendors, operations) to resolve customer complaints.
• Ensure high customer satisfaction through clear, courteous, and solution-focused communication.

Requirements & Tech Stack

• Excellent spoken English with a clear, neutral accent (mandatory).
• Strong verbal and written communication skills.
• Basic computer proficiency; comfortable using email, chat tools, and CRM systems.
• Ability to multitask and remain calm under pressure.
• Must be able to manage own commute for night shift hours (no cab facility provided).
• Comfortable working fixed night shift timings: 6:30 PM–3:30 AM or 5:30 PM–2:30 AM.

Qualifications

• Prior experience in a voice-based customer support/BPO role preferred.
• eCommerce experience is a plus.
• Prior experience supporting international customers/vendors (Good to Have).
• Familiarity with eCommerce platforms and order management systems (Good to Have).
• Higher Secondary (12th Pass) (Preferred).
• Total work experience: 1 year (Preferred).
• Customer service experience: 1 year (Preferred).
• Language: English (Preferred).
• Work Location: In person.