Customer Service Advisor

BH Wireless is a regional carrier serving more than 600,000 broadband and voice customers across Maharashtra. Enterprise, wholesale and government customers buy Ethernet, wavelength and dark fiber services. Founded in 1990, we now have 720 employees. Bucket truck and pole climbing training is done in-house.

Position summary:

This is a new role. The team has doubled in size over the past year. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote within India. The team meets in Mumbai once a quarter, travel covered. Reliable internet and a power backup are a must.

Key responsibilities:

Meet targets for handle time, quality score and customer satisfaction. Escalate complaints that need a supervisor or another department. Call customers back on open issues within the promised timeframe. Look up orders, accounts and shipping status in the CRM and order system. Notice repeat problems and report them to your team lead. Follow scripts and required disclosures on recorded lines. Document every interaction in Zendesk or Salesforce Service Cloud. Transfer calls to the right department with a warm handoff.

Minimum qualifications:

Able to sit at a workstation and wear a headset for a full shift. Must pass a background check. Reliable attendance. Schedule adherence is tracked. Basic computer skills (Windows, Outlook, web browsers).

Nice to have:

Zendesk, Five9 or Genesys experience. Chat support experience. Prior billing or insurance call centre work. Knowledge of e-commerce order systems such as Shopify.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Pay: ₹2.5-3 LPA

What you get:

Health insurance for you and your family. Provident fund. Paid leave.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at BH Wireless Pvt Ltd.