Customer Support Associate - Jaipur

Team Vertex Cosmos; Jaipur; On-site; INR 300,000 - 420,000; Full time

Job summary

Transcom is hiring Customer Service Advisors to support the US e‑commerce market from Jaipur. The role handles inbound calls related to retail orders and strives to resolve queries with professionalism, empathy, and accuracy.

You will work in a fast‑paced, high‑volume environment with 40–50 daily calls, document interactions in the CRM, and follow SOPs. Fluent English (C1/C2) and 1 year of BPO experience in retail/airline/insurance are preferred. Training is provided.

Qualifications

• Minimum 1 year of experience in BPO customer service (retail, airline, or insurance).
• No employment gaps in history.
• Willingness to travel or relocate within 15 km boundary.
• Preference for candidates serving their notice period.
• Fluent English at C1 or C2 level.
• Strong listening, problem solving, and customer handling skills.
• Experience working in a fast-paced environment.

Responsibilities

• Handle 40–50 inbound customer calls per day related to E‑Commerce retail services.
• Assist customers with queries such as: Order cancellation, Refunds, Lost/missing orders, Return requests, Payment issues.
• Provide clear, professional, and empathetic customer support.
• Follow standard operating procedures while resolving customer issues.
• Maintain high‑quality service and adhere to defined KPIs.
• Accurately document customer interactions in the system.

Skills

Fluent English

Customer handling

Empathy

Problem solving

High‑volume calls

CRM handling

Basic computer skills

Tools

CRM software

Job description

We are looking to hire Customer Service Advisors for the E-Commerce Customer Support process serving the US market.

The role involves handling inbound customer calls related to retail orders and ensuring a high level of customer satisfaction by resolving queries efficiently and professionally.

Advisors will interact with customers regarding order‑related issues and provide accurate resolutions while maintaining quality and productivity standards.

Key Responsibilities

• Handle 40–50 inbound customer calls per day related to E‑Commerce retail services.
• Assist customers with queries such as:
  • Order cancellation
  • Refund requests
  • Lost or missing orders
  • Return requests
  • Payment issues or money‑back requests
• Provide clear, professional, and empathetic customer support.
• Follow standard operating procedures while resolving customer issues.
• Maintain high‑quality service and adhere to defined KPIs.
• Accurately document customer interactions in the system.

Eligibility Criteria

• Minimum 1 year of experience in BPO customer service, specifically in one of the following: Retail, Airline, or Insurance customer service processes.
• No work experience gaps in employment history.
• Travel within company transport guidelines of 15 km or relocation within boundary.
• Preference will be given to candidates currently serving their notice period.
• Fluent English communication skills are required (C1 or C2 level).
• Strong listening, problem‑solving, and customer handling skills.
• Experience of working in a fast‑paced environment.

Work Schedule & Expectations

• A 5.5‑day working week.
• Weekly days off and shift hours will be rotational, and consecutive weekly days off are not guaranteed.
• No commitment of fixed weekly days off or leave schedules.
• Candidates will be clearly informed about the working schedule by the Talent Acquisition (TA) team during hiring and acknowledgement is required.

Training & Certification

Selected advisors will undergo a structured training program:

• Process Training: 5 days.
• Nesting Period: 5 days (Live call with support).

Each stage requires a minimum passing score of 85% to move forward. Candidates must successfully clear both stages to continue in the role.

Key Skills Required

• Fluent English communication (C1/C2 level)
• Customer handling and empathy
• Problem‑solving ability
• Ability to work in a high‑volume call environment
• Basic computer and CRM handling skills
• Basic understanding of quality parameters.

Preferred Candidate Profile

• Experience only in international voice processes.
• Ability to manage high call volumes while maintaining service quality.
• Strong adaptability and willingness to work in a dynamic and fast‑paced retail support environment.

Contact Person

HR Priya – 9067235862

[e-mail]