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India
Remote only
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Care Specialist – Email, Chat and Voice based in India.
As a Customer Care Specialist, you will play a key role in delivering reliable, empathetic, and solution-focused support to customers through phone, email, and live chat. You will manage a high volume of customer inquiries, take ownership of complex issues, and guide each interaction toward an accurate and timely resolution. Working in a fast-paced, performance-driven remote environment, you will handle requests involving orders, billing, exchanges, refunds, and technical troubleshooting. You will balance customer satisfaction with established business policies while maintaining confidentiality and detailed documentation. This role is ideal for a customer service professional who thrives on live customer interactions, demonstrates resilience under pressure, and takes accountability for results. You will contribute to service excellence while collaborating with colleagues across teams to improve customer experiences and operational efficiency.
Multichannel customer support: Manage incoming phone calls, emails, and live chats across multiple service queues, ensuring every customer receives professional, timely, and helpful assistance.
End-to-end issue resolution: Take ownership of customer inquiries from initial contact through final resolution, including appropriate documentation, follow-up, and communication.
Order and account assistance: Resolve a wide range of customer issues, including billing inquiries, order placement and modifications, exchanges, refunds, and system troubleshooting.
Customer experience: Deliver empathetic, personalized support, particularly when handling urgent, complex, or emotionally sensitive situations.
Efficient system navigation: Work across multiple internal systems simultaneously while maintaining accuracy and meeting established productivity, handling-time, quality, and compliance standards.
Policy-based decision-making: Exercise sound judgment to balance customer needs with company policies, ensuring fair, consistent, and appropriate outcomes.
Data confidentiality: Handle sensitive customer information responsibly, maintaining discretion and adhering to applicable privacy and security procedures.
Performance and quality: Consistently meet defined service targets and quality expectations while contributing to customer satisfaction and first-contact resolution wherever possible.
Cross-functional collaboration: Coordinate with relevant internal teams to resolve complex cases, support operational requirements, and ensure a consistent customer experience.
Additional operational support: Assist with offline tasks, special projects, and activities for other departments during periods of lower customer contact volume.
Remote work readiness: Maintain a professional, distraction-free home workspace and remain available throughout scheduled shifts, including applicable U.S. business hours.
Relevant experience: At least two years of phone-based call center experience supporting U.S. retail and/or e-commerce customers.
Multichannel support experience: Experience handling international customer inquiries through phone, email, and chat, preferably within a U.S.-focused customer service process.
English proficiency: C2-level English proficiency, with excellent verbal and written communication skills.
Typing speed: Minimum typing speed of 40 words per minute.
Remote work experience: Previous experience working in a remote environment, with the ability to remain productive and accountable without direct on-site supervision.
Customer service expertise: Demonstrated ability to manage complex customer issues, resolve complaints, and provide accurate information while maintaining a professional and empathetic approach.
Communication and active listening: Strong listening, questioning, written communication, and interpersonal skills, with the ability to understand customer needs and explain solutions clearly.
Problem-solving and judgment: Strong analytical thinking and decision-making abilities, including the capacity to evaluate options and resolve issues within established guidelines.
Organization and time management: Ability to manage multiple priorities, maintain detailed records, navigate different systems, and meet deadlines in a high-volume environment.
Performance orientation: Comfort working toward defined productivity, quality, customer satisfaction, and compliance metrics, as well as receiving regular performance feedback.
Resilience and accountability: Ability to remain calm and constructive during challenging conversations, take responsibility for outcomes, and maintain consistent service quality.
Teamwork: A collaborative mindset and the ability to work effectively with colleagues and stakeholders from diverse backgrounds.
Home workspace: A quiet, private, distraction-free working environment with no conflicting responsibilities during scheduled shifts.
Internet connectivity: Reliable internet access with a minimum speed of 100 Mbps for both uploads and downloads.
Power backup: A power backup solution capable of supporting up to nine hours of uninterrupted work.
Schedule flexibility: Willingness to work U.S. business hours, including weekends, holidays, and occasional overtime based on business needs.
Role expectations: Comfort with phone-intensive work, back-to-back customer interactions, structured schedules, and closely monitored performance standards. Candidates with direct experience supporting U.S. retail or e-commerce customers by phone will be prioritized.
Fully remote work: Continuous work-from-home arrangement, eliminating the daily commute.
Company-provided equipment: Computer equipment supplied for business use.
Medical coverage: Company-sponsored medical insurance for employees and their family members.
Life insurance: Company-sponsored life insurance coverage for employees.
Personal accident coverage: Company-sponsored group personal accident insurance.
Gratuity: Company-sponsored gratuity benefit, subject to applicable terms and eligibility.
Additional allowances: Hardship allowance and extended hardship allowance paid in addition to monthly salary, subject to applicable eligibility and company policies.
Paid time off: Paid vacation and earned leave.
Family and personal leave: Maternity leave, paternity leave, bereavement leave, and compensatory time off in accordance with applicable norms.
Holiday compensation: Holiday pay, subject to the applicable policy and working arrangements.
Employee referral program: Opportunity to receive referral rewards for recommending successful candidates.
Recognition and engagement: Regular employee recognition, social activities, events, and birthday celebrations.
Professional environment: Opportunity to develop customer service expertise in a structured, collaborative, and internationally focused work environment.
Salary details: The specific salary range is not disclosed in the available job description and should be confirmed during the hiring process.