Service Representative II-2

Jobgether SRL; India; Remote; INR 600,000 - 800,000; Full time

Benefits offered by this job

Night shift allowance

Medical insurance

Retirement benefits

12 company-paid holidays

Paid maternity/paternity leave

Job summary

Jobgether SRL is seeking a customer-focused Service Representative II-2 based in India for a fully remote, overnight role. You will manage inquiries, resolve service issues, and coordinate order changes to ensure a smooth customer experience while collaborating with service providers and internal teams.

Requirements include 2+ years in customer service, experience with US-based teams, and excellent English communication.

Qualifications

• At least two years of prior customer service experience.
• Experience working with U.S.-based business teams.
• Excellent written and verbal English communication skills.
• A positive, empathetic, and professional approach when interacting with customers and colleagues.
• Availability to work the full overlap with U.S. Central Time hours (11:30 p.m. – 7:00 a.m. IST).

Responsibilities

• Handle incoming calls and inquiries from customers and service providers, delivering timely, professional support.
• Process order modifications and manage fulfillment-related issues.
• Coordinate order replacements and negotiate pricing when needed.
• Process payment release requests and respond to active job inquiries.
• Manage cancellations and communicate changes accurately to involved parties.
• Follow workflows and brand policies when resolving concerns.
• Take ownership of cases and escalate complex issues as required.
• Maintain productivity and quality metrics for the role.
• Ensure customers and service providers understand order changes and next steps.

Skills

Customer service

English communication

Time management

Remote work

MS Office/Google Workspace

Tools

Microsoft Office

Google Workspace

Internet tools

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Service Representative II-2 based in India.

We are looking for a customer-focused Service Representative II-2 to support customers and service providers throughout the order fulfillment process. In this fully remote role, you will manage incoming inquiries, resolve service-related issues, and coordinate order changes to ensure a smooth and positive customer experience. You will handle requests involving cancellations, replacements, scheduling changes, payments, and other time-sensitive situations. Success in this position requires empathy, attention to detail, clear communication, and the ability to follow established workflows efficiently. You will collaborate with customers, moving service providers, and internal teams while maintaining service quality and meeting performance targets. This full-time opportunity is based in India and requires working overnight hours aligned with U.S. Central Time.

Accountabilities

• Handle incoming calls and inquiries from customers and moving service providers, providing timely, professional, and helpful support.

• Process order modifications and manage fulfillment-related issues, including same-day and next-day requests, rejections, and scheduling changes.

• Coordinate order replacements by confirming availability with service providers, presenting alternative options to customers, and negotiating pricing when necessary.

• Process payment release requests and respond to requests for assistance during active jobs.

• Manage cancellation requests and ensure all changes are communicated accurately to the relevant parties.

• Follow established workflows and brand policies when resolving customer and service provider concerns.

• Take ownership of assigned cases, resolve issues correctly, and elevate opportunities or complex situations to the appropriate service or sales team members.

• Maintain productivity, quality, and other performance metrics associated with the role.

• Ensure customers and service providers fully understand any changes to their orders and the applicable next steps.

• Collaborate effectively with internal teams while maintaining a positive, accountable, and customer-first approach.

Requirements

• At least two years of prior customer service experience.

• Experience working with U.S.-based business teams.

• Excellent written and verbal English communication skills.

• A positive, empathetic, and professional approach when interacting with customers, service providers, and colleagues.

• Strong time management, organizational skills, and a dependable work ethic.

• Ability to learn and retain product information, apply policies consistently, and navigate workflows quickly and accurately.

• Confidence handling time-sensitive requests, resolving customer issues, and managing order changes with attention to detail.

• Proficiency with Microsoft Office, internet-based tools, and Google Workspace, along with the ability to learn new software applications.

• Willingness to accept feedback, learn from mistakes, and continuously improve performance.

• Availability to work the full required overlap with U.S. Central Time business hours, from 11:30 p.m. to 7:00 a.m. IST.

• A quiet, dedicated remote workspace and a reliable internet connection with minimum speeds of 30 Mbps download and 10 Mbps upload.

Benefits

• Annual salary: ₹6,00,000–₹8,00,000, depending on experience, skills, relevant knowledge, market alignment, and location.

• Eligibility for sales incentives, subject to applicable program guidelines and approvals.

• Night shift allowance in accordance with company policy.

• Medical insurance and accident insurance.

• Retirement benefits.

• 12 company-paid holidays annually.

• Two flexible holidays.

• Privilege or earned leave, as well as casual and sick leave.

• Paid maternity and paternity leave.

• Weekly wellness events and employee wellness programs.

• Full-time remote working arrangement in India.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.