Customer Service Advisor

The role

Fernhill Apps has an opening for a Customer Service Advisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote position. Most of the team is in Mumbai, but nobody is required to come in.

Key responsibilities

• Process returns, exchanges, refunds and address changes.
• Explain bills and payment options and take payments over the phone.
• Complete required training and quality coaching sessions.
• Escalate complaints that need a supervisor or another department.
• Transfer calls to the right department with a warm handoff.
• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Answer inbound calls, live chats and emails from a queue.

What we're looking for

• 3+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.
• Able to sit at a workstation and wear a headset for a full shift.
• Must pass a background check.

Bonus points

• Knowledge of e-commerce order systems such as Shopify.
• Chat support experience.

Why work with us

₹4,00,000 - ₹5,50,000 per annum

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Internet reimbursement.
• Gratuity.
• Accommodation provided.
• Overtime pay.

Company overview

Clients range from single-location retailers to franchise groups with hundreds of stores, all running our point-of-sale and loyalty software. Founded in 2007, the business writes the billing, metering and customer portal software that small water and electric utilities run on. Releases go out Tuesday mornings, never on Fridays.

We are reviewing applications as they arrive, so apply early.

Start: Immediately.

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