Job Description

Job title: Customer Service Agent -- Inbound (English)
Location: India (office-based)
Reporting to: Team Leader -- Customer Support
Employment type: Full-time, permanent (3-month probation)
Shifts: Rotational (Day / Evening / Night); must be willing to work weekend shifts occasionally
Role Summary
Deliver excellent, empathetic inbound customer support for a major e-commerce client. Resolve product, billing and order queries via phone and chat, meet SLAs and quality standards, and contribute to continuous improvement.
Key Responsibilities

• Handle inbound calls and chats, diagnose customer needs, and resolve issues on first contact where possible.
• Log accurate case notes in the CRM and follow defined workflows (escalations, refunds, order management).
• Meet individual KPIs: AHT targets, Quality Score ? 85%, First Contact Resolution (FCR) goals, and adherence.
• Use knowledge base and cross-sell/up-sell where appropriate and permitted.
• Contribute to team huddles, share process improvement ideas, and complete required training / assessments.
• Maintain data privacy and comply with company policies and client SLAs.

Required Qualifications & Skills

• Fluent English (spoken & written) -- C1 level or equivalent.
• Minimum 2 year of inbound BPO or customer-facing experience (phone/chat/email).
• Comfortable using web-based CRMs (Zendesk, Freshdesk, Salesforce Service Cloud or similar).
• Basic computer literacy (Windows/Mac, MS Office, typing 35+ WPM).
• Strong communication and empathy; ability to de-escalate frustrated customers.
• Availability for rotational shifts and weekend cover when required.
• Right to work in the country / valid work permit where applicable.

Desired Skills

• Experience with e-commerce or retail customer support.
• Additional languages (Arabic / Spanish / French) -- bonus.
• Prior experience in metrics-driven BPO with documented KPI achievement.
• Familiarity with troubleshooting basic technical issues (account access, password resets).

Skills Required