Customer Care Specialist – Email, Chat and Voice

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee incoming phone calls, emails, and chat communications across various queues.

• Assume full responsibility for each customer interaction from initial contact to ultimate resolution.

• Record interactions and provide necessary follow-up when required.

• Address billing queries, assist with order placement or modifications, handle exchanges, refunds, and troubleshoot system issues.

• Navigate through multiple internal systems while adhering to handle-time, quality, and compliance standards.

• Balance customer satisfaction with business policies to ensure equitable and consistent outcomes.

• Manage sensitive and confidential customer information with professionalism and discretion.

• Collaborate across different functional teams.

• Provide support for offline tasks, special projects, or other departments during periods of low contact volume.

• Uphold professionalism, empathy, and accuracy in a high-volume, phone-centric environment.

• Meet established quality, productivity, and customer satisfaction benchmarks.

⛳️ Requirements

• Exceptional active listening, verbal, and written communication skills in English.

• Ability to effectively collaborate with a diverse team in a fast-paced, metrics-driven setting.

• Strong organizational abilities with a focus on managing time, priorities, and detailed documentation.

• Proficient analytical thinking and decision-making skills.

• Proven reliability, accountability, and a collaborative team-oriented attitude.

• At least 2 years of experience in a phone-based call center role supporting a U.S. Retail and/or E-Commerce operation.

• Experience in handling international customer communications, including calls, emails, and chats, preferably within a U.S. framework.

• C2-level English proficiency (both verbal and written).

• Minimum typing speed of 40 WPM.

• Previous experience working in a remote setting.

• Dedicated, quiet, and distraction-free home workspace with no conflicting responsibilities during scheduled shifts.

• Minimum internet speed requirement: 100 Mbps upload/download.

• Availability of 9 hours of power backup to ensure uninterrupted connectivity.

• Flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on operational needs.

🏝️ Benefits

• Company-sponsored medical insurance for employees and their family members.

• Company-sponsored life insurance for employees.

• Company-sponsored Group Personal Accidental insurance for employees.

• Company-sponsored Gratuity Benefit.

• Continuous remote work opportunities.

• Hardship Allowance provided in addition to the employee’s monthly salary.

• Extended Hardship Allowance offered beyond the employee’s monthly salary.

• Paid Vacation / Earned Leave.

• Maternity Leave, Compensatory Off Leave, Bereavement Leave, and Paternity Leave in accordance with applicable norms.

• Holiday Pay.

• Referral Program - Earn rewards for working with friends.

• Regular recognition, social activities, events, and birthday celebrations.

• Company-provided computer equipment for business use.