Customer Service Associate – E-commerce Support (English) – Howrah, India

Fusion BPO Services; Howrah; On-site; INR 180,000 - 240,000; Full time

Job summary

Fusion CX in Howrah, West Bengal, India is seeking a Customer Service Associate to handle English-language customer calls related to e-commerce orders, deliveries, returns, refunds, and payments. You will assist customers across the shopping journey with professional communication and accurate record-keeping.

The role requires completing Class XII and strong English skills, a customer-first mindset, and willingness to work from the office.

Qualifications

• ,
• Minimum educational qualification: Class XII (Higher Secondary) completed.
• Strong English communication skills to handle customer calls professionally.
• Ability to understand customer queries and explain solutions clearly.
• Basic computer skills and the ability to navigate customer information and order-related systems.
• Customer-focused approach with patience and a professional attitude.
• Ability to follow established policies, procedures, and call-handling guidelines.
• Willingness to work in a Work From Office (WFO) environment.

Responsibilities

• Handle incoming customer calls in English and respond to e-commerce-related inquiries.
• Assist customers with questions about orders, deliveries, and shipment tracking.
• Provide accurate updates on order status and delivery information.
• Resolve customer concerns related to order cancellations, returns, and refunds.
• Handle payment failures, Cash on Delivery (COD), and other transaction-related queries.
• Assist customers reporting damaged, missing, or incorrect products.
• Understand customer concerns and provide appropriate solutions in accordance with established procedures.
• Escalate unresolved issues to the concerned department for further assistance.
• Maintain accurate records of customer interactions and resolutions.
• Follow company policies, call-handling procedures, and service quality standards.
• Deliver professional customer support and contribute to customer satisfaction.

Skills

Strong English communication

Clear verbal communication in English

Active listening

Problem-solving

Customer-focused

Follow procedures

Education

Class XII (Higher Secondary)

Tools

Basic computer skills

Job description

Looking for Customer Service Associate jobs in Howrah? Fusion CX is hiring English-speaking Customer Service Associates to support customers with e-commerce orders, deliveries, returns, refunds, and payment-related queries. If you have completed Class XII and have strong English communication skills, this is an opportunity to explore e-commerce customer support jobs, voice process jobs, and customer service jobs in Howrah.

Job Descriptions:

About the Role

As a Customer Service Associate, you will handle incoming customer calls in English and assist customers with different aspects of their online shopping experience. You will respond to order and delivery inquiries, provide shipment updates, and help resolve concerns involving cancellations, returns, refunds, and payment transactions. You will also assist customers with damaged, missing, or incorrect products, understand their concerns, and provide appropriate solutions. The role requires professional communication, a customer-focused approach, and the ability to follow established service procedures while maintaining accurate interaction records.

Key Responsibilities

• Handle incoming customer calls in English and respond to e-commerce-related inquiries.
• Assist customers with questions about orders, deliveries, and shipment tracking.
• Provide accurate updates on order status and delivery information.
• Resolve customer concerns related to order cancellations, returns, and refunds.
• Handle payment failures, Cash on Delivery (COD), and other transaction-related queries.
• Assist customers reporting damaged, missing, or incorrect products.
• Understand customer concerns and provide appropriate solutions in accordance with established procedures.
• Escalate unresolved issues to the concerned department for further assistance.
• Maintain accurate records of customer interactions and resolutions.
• Follow company policies, call-handling procedures, and service quality standards.
• Deliver professional customer support and contribute to customer satisfaction.

Job Requirements:

• Minimum educational qualification: Class XII (Higher Secondary) completed.
• Strong English communication skills to handle customer calls professionally.
• Ability to understand customer queries and explain solutions clearly.
• Basic computer skills and the ability to navigate customer information and order-related systems.
• Customer-focused approach with patience and a professional attitude.
• Ability to follow established policies, procedures, and call-handling guidelines.
• Willingness to work in a Work From Office (WFO) environment.

Key Competencies

• Clear verbal communication in English.
• Active listening and customer query understanding.
• Problem-solving and issue-resolution skills.
• Patience and professionalism when handling customer concerns.
• Attention to detail when reviewing order and transaction information.
• Ability to follow procedures and maintain accurate records.
• Teamwork and effective escalation management.

Why Join Fusion CX?

Join a global CX company where you can develop your customer service skills while supporting customers across e-commerce operations.

What You Will Gain

• Exposure to e-commerce customer support and order management processes.
• Experience handling delivery, return, refund, and payment-related inquiries.
• Opportunities to strengthen your communication, problem-solving, and customer service skills.

Job Location & Work Details

• Location: Howrah, West Bengal, India
• Work Mode: Work From Office (WFO)