International Customer Support Executive

Job Title: Customer Service Advisor – US E-Commerce Process (Voice)

Location: Jaipur, RIICO

Company: Transcom

Job Overview

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.

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