Customer Support Executive - Jaipur

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

Job summary

Transcom is hiring Customer Service Advisors for E‑Commerce customer support in India. You will handle inbound calls about orders, cancellations, refunds, and payments, ensuring quality resolutions and adherence to KPIs.

The role requires fluent English (C1/C2), 1 year of BPO experience, and the ability to work in a fast-paced environment. Training will cover process and nesting stages; flex schedules apply.

Qualifications

• Minimum 1 year of experience in BPO customer service across retail/airline/insurance.
• No employment gaps in history.
• Willing to relocate within 15 km or follow transport guidelines.

Responsibilities

• Handle 40–50 inbound customer calls per day for E‑Commerce services.
• Assist customers with queries: cancellations, refunds, missing orders, returns, and payments issues.
• Document customer interactions accurately in the CRM and meet defined KPIs.
• Provide clear, empathetic support and follow SOPs.

Skills

Fluent English

Customer handling

Problem solving

High-volume calls

CRM skills

Quality parameters

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 customer service process
  • Airline customer service process
  • Insurance customer service process
• No work experience gaps in employment history.
• It should be within company transport guidelines of 15 km or should relocate within the 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.
• The advisor should have experience of working in a fast-paced environment.

Work Schedule & Expectations

• A 5.5-day working week.
• Weekly days off/shift hours will be rotational, and consecutive weekly days offs 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:

• 1. Process Training: 5 Days
• 2. 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 Gayatri Soni - 7447667631

[e-mail]