Job Description

Job Title:

Customer Service Advisor (eCommerce - UK Shift)

Location:

Mumbai (Work from Office Only)

Job Type:

Full-time

Shift Timing:

Monday to Friday, 11:30 AM to 9:30 PM IST (7:00 AM to 5:00 PM UK Time)

Job Summary:

We are seeking Mumbai-based

Customer Service Advisors

to support a UK eCommerce brand with day-to-day customer service operations. This is an office-based role involving email and phone support, order processing, and task tracking. You'll be working closely with the UK team to ensure a seamless customer experience.

Key Responsibilities:

Handle

email and inbound customer calls

professionally and efficiently Resolve queries using

Freshdesk

or

Zendesk

Process customer orders and returns via

Shopify

Clear backlog of emails and open tickets Update internal trackers using

ClickUp

or

Trello

Maintain and help improve existing

SOPs and documentation

Occasionally make outbound calls (e.g., for delivery updates - no sales involved)

Future Scope:

Potential to grow into

logistics coordination

and

purchase order management

after core CS tasks are established

Requirements:

1-3 years of experience in

BPO

or

eCommerce customer service

Proficiency with ticketing platforms like

Freshdesk

/

Zendesk

Experience with

Shopify

preferred Strong written and verbal communication skills in

English

Familiarity with UK customer service tone and etiquette Ability to coordinate internally in

Hindi or Gujarati

is a plus

Workload:

30-50 emails and 20 calls daily Average handling time: ~5 minutes per interaction

Perks & Benefits:

Long-term engagement opportunity Direct exposure to UK-based operations All tools and systems (VoIP, trackers, CRMs) provided

Location:

Mumbai - This is a full-time, office-based position.

Start Date:

Immediate joiners preferred

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month