(test) Customer Service Agent

20 hours ago

Mumbai Maharashtra, India Quantanite Full time

Job title Customer Service Agent Inbound English Location India office-based Reporting to Team Leader Customer Support Employment type Full-time permanent 3-month probation Shifts Rotational Day Evening Night must be willing to work weekend shifts occasionally Role Summary Deliver excellent empathetic inbound customer support for a major e-commerce client Resolve product billing and order queries via phone and chat meet SLAs and quality standards and contribute to continuous improvement Key Responsibilities Handle inbound calls and chats diagnose customer needs and resolve issues on first contact where possible Log accurate case notes in the CRM and follow defined workflows escalations refunds order management Meet individual KPIs AHT targets Quality Score 85 First Contact Resolution FCR goals and adherence Use knowledge base and cross-sell up-sell where appropriate and permitted Contribute to team huddles share process improvement ideas and complete required training assessments Maintain data privacy and comply with company policies and client SLAs Required Qualifications Skills Fluent English spoken written C1 level or equivalent Minimum 2 year of inbound BPO or customer-facing experience phone chat email Comfortable using web-based CRMs Zendesk Freshdesk Salesforce Service Cloud or similar Basic computer literacy Windows Mac MS Office typing 35 WPM Strong communication and empathy ability to de-escalate frustrated customers Availability for rotational shifts and weekend cover when required Right to work in the country valid work permit where applicable Desired Skills Experience with e-commerce or retail customer support Additional languages Arabic Spanish French bonus Prior experience in metrics-driven BPO with documented KPI achievement Familiarity with troubleshooting basic technical issues account access password resets

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