Customer Service Representative (B2B E-Commerce Support)

Protiviti India; Bangalore Rural, Bengaluru; On-site; INR 250,000 - 360,000; Full time

Benefits offered by this job

Global client exposure

International exposure

Career growth opportunities

Job summary

Protiviti India is seeking a Customer Service Representative for B2B E-Commerce support to assist a global software client from Bengaluru. You will handle customer inquiries, resolve order and fulfillment issues, manage support tickets, and ensure a seamless digital purchasing experience.

The ideal candidate has strong communication, a customer-centric mindset, and the ability to coordinate with cross-functional teams for effective resolution.

Qualifications

• Minimum 1 year of experience in Customer Service, Operations Support, Helpdesk, or Process Execution.
• Experience in ticket management and helpdesk query resolution.
• Good understanding of customer service tools and Microsoft Office Suite.
• Strong verbal and written communication skills in English.
• Excellent problem-solving and stakeholder management skills.
• Ability to work in a fast-paced environment and learn quickly.
• Strong interpersonal and conflict management skills.

Responsibilities

• Handle customer and employee inquiries related to order management, fulfillment, and e-commerce support.
• Manage and resolve support tickets through ticketing systems.
• Investigate and troubleshoot customer-reported issues.
• Document customer interactions, case details, actions taken, and resolutions.
• Provide timely follow-up and ensure issue resolution.
• Support customers with account, payment, checkout, and order-related concerns.
• Educate customers on products, services, and support processes.
• Coordinate with internal teams and vendors for issue resolution.
• Meet productivity and quality standards as defined by the business.
• Maintain adherence to company policies, attendance requirements, and shift schedules.
• Conduct self-evaluations and participate in quality coaching sessions.

Skills

Customer service

Ticket management

Microsoft Office

Communication skills

Stakeholder management

Fast-paced environment

Tools

Ticketing systems

Microsoft Office

Job description

Customer Service Representative (B2B E-Commerce Support)

Location: Marathahalli RR, Doddanekundi, KR Puram Hobli, Bengaluru
Employment Type: Contractual (12 Months)
Work Mode: Work From Office
Shift: 24x7 Rotational Shifts (Including Night Shifts, Weekends & Quarter-End Support)

Job Summary

We are looking for a Customer Service Representative to provide Business-to-Business (B2B) support for a global software client. The ideal candidate will be responsible for handling customer inquiries, resolving order and fulfillment-related issues, managing support tickets, and ensuring a seamless digital purchasing experience.

This role requires excellent communication skills, a customer-centric mindset, and the ability to coordinate with cross-functional teams for effective issue resolution.

Key Responsibilities

• Handle customer and employee inquiries related to order management, fulfillment, and e-commerce support.
• Manage and resolve support tickets through ticketing systems.
• Investigate and troubleshoot customer-reported issues.
• Document customer interactions, case details, actions taken, and resolutions.
• Provide timely follow-up and ensure issue resolution.
• Support customers with account, payment, checkout, and order-related concerns.
• Educate customers on products, services, and support processes.
• Coordinate with internal teams and vendors for issue resolution.
• Meet productivity and quality standards as defined by the business.
• Maintain adherence to company policies, attendance requirements, and shift schedules.
• Conduct self-evaluations and participate in quality coaching sessions.

Required Skills & Qualifications

• Minimum 1 year of experience in Customer Service, Operations Support, Helpdesk, or Process Execution.
• Experience in ticket management and helpdesk query resolution.
• Good understanding of customer service tools and Microsoft Office Suite.
• Strong verbal and written communication skills in English.
• Excellent problem-solving and stakeholder management skills.
• Ability to work in a fast-paced environment and learn quickly.
• Strong interpersonal and conflict management skills.

Preferred Skills

• Experience in E-Commerce, Digital Commerce, or Order Management Support.
• Understanding of B2B buying processes.
• Exposure to account management, payment support, checkout issues, and order fulfillment.
• Additional language proficiency is an advantage.

Mandatory Requirements

• For experienced candidates, PF and Form 16 documents from all previous organizations are mandatory during the hiring process.
• Candidates must be flexible to work in rotational shifts, including night shifts and weekends.

Benefits

• Opportunity to work with a leading global software client.
• Exposure to international B2B support operations.
• Professional growth in customer service and digital commerce support.