Us Customer Service Executive

2 days ago

Mumbai Maharashtra, India Solino Home Private Limited Full time

**Key Responsibilities**:

- Deliver outstanding phone-based customer service to US customers, assisting with a variety of eCommerce-related inquiries such as order tracking, product information, returns and exchanges, and account management.
- Provide timely solutions for issues related to payment processing, refunds, shipping, product availability, and any other concerns arising in an eCommerce environment.
- Troubleshoot and resolve customer complaints with a focus on customer satisfaction and retention.
- Assist customers with navigating the eCommerce platform, guiding them through the purchase process, and answering any product-related questions.
- Maintain accurate records of all customer interactions, ensuring all concerns are logged into the CRM system with detailed notes for future reference.
- Work cross-functionally with logistics, inventory, and technical teams to address any eCommerce-related challenges and ensure timely resolution.
- Meet or exceed customer service KPIs, including customer satisfaction, first-call resolution, and response time.
- Stay up-to-date with eCommerce trends, company products, and platform updates to provide accurate and up-to-date support to customers.

**Qualifications**:

- Strong verbal communication skills with a clear US accent, capable of assisting customers over the phone.
- Previous experience in customer service, with a focus on eCommerce or retail environments.
- Familiarity with eCommerce platforms, online ordering systems, and payment processing systems.
- Ability to handle multiple tasks simultaneously and effectively manage high volumes of customer interactions.
- Experience with troubleshooting technical issues, order tracking, and returns in an eCommerce environment.
- Strong problem-solving abilities and a customer-first mentality.
- Ability to work independently and as part of a collaborative team.
- Must be flexible and adaptable to working during US business hours (9 AM to 7 PM EST) while based in India.

**Preferred Skills**:

- Experience with eCommerce tools like Shopify, Magento, or similar platforms.
- Familiarity with online payment gateways (Amazon, Shopify, Target, Ebay, Mathis, Wayfair etc.).
- Knowledge of eCommerce trends, logistics, and fulfillment processes.
- Bilingual abilities (English and any other language) are a plus.

**Job Types**: Full-time, Permanent

Pay: ₹275,000.00 - ₹425,000.00 per year

**Benefits**:

- Health insurance
- Leave encashment
- Provident Fund

Schedule:

- US shift

Supplemental Pay:

- Yearly bonus

Application Question(s):

- Where do you stay ?
- What is your notice period ?
- What is your current ctc ?
- What is your expected ctc ?

**Language**:

- English (preferred)

**Location**:

- Mumbai, Maharashtra (preferred)

Work Location: In person

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