Job Description

Job Title:

Call Center Customer Service Representative - Voice Process (Australian Shift) - WFH

Company Location:

Mohan Estate, New Delhi - 110044

Department:

Customer Support / Call Center Operations

Reports To:

Customer Support Manager / Team Lead

About the Company

Raptor Supplies is a leading e-commerce portal offering more than

750,000 high-quality MRO products and industrial supplies

to SMEs, large corporations, and public-sector organizations across the UK, Ireland, Europe, the Middle East, Africa, Asia, and Australia. Our catalog includes abrasives, cleaning tools, electrical equipment, fasteners, hand tools, hardware, lab supplies, lighting solutions, material handling, and machining tools from over

2,400 renowned global brands

.

Job Summary

We are seeking an

energetic and customer-focused Call Center Customer Service Representative (Voice Process)

to handle voice-based customer interactions for our

Australian eCommerce and logistics operations

. This

work-from-home role

involves managing inbound and outbound calls, resolving customer concerns, and delivering an excellent customer experience aligned with company standards.

Key Responsibilities

Handle inbound and outbound calls from Australian customers regarding

orders, deliveries, returns, and shipment tracking

. Provide

accurate, professional, and timely assistance

to resolve customer queries and complaints. Record all customer interactions in the

CRM system

and follow up to ensure complete resolution. Collaborate with

logistics, warehouse, and operations teams

to resolve issues effectively. Adhere to

call scripts, compliance guidelines

, and meet performance targets (AHT, FCR, and CSAT). Escalate complex issues to supervisors and maintain proactive communication with customers. Identify recurring issues and recommend

process improvements

to enhance customer satisfaction.

Required Skills & Qualifications

High school diploma or bachelor's degree (preferred).

0-3 years

of experience in an international voice process (

eCommerce or logistics experience preferred

). Excellent

verbal communication skills

in English with a clear, neutral, or Australian-accent-friendly tone. Strong

problem-solving skills

and the ability to remain calm under pressure. Proficiency with

CRM tools, call center software, and MS Office

. Willingness to work

Australian shift hours

(4:30 AM - 12:30 PM IST, depending on daylight savings).

Preferred Skills

Experience supporting

Australian or Asia-Pacific customers

. Knowledge of

eCommerce platforms, order management systems

, and

international shipping processes

.
Job Type: Full-time

Pay: ₹400,000.00 - ₹500,000.00 per year

Work Location: In person