Customer Service Agent

4 days ago

Borivli, Maharashtra, India Quantanite Full time ₹ 2,00,000 - ₹ 6,00,000 per year

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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