Senior Customer Service Advisor - Remote

Godavari Commerce operates consumer websites and apps used by tens of millions of people each month. Our engineering, trust and safety, and customer support teams work across offices in Mumbai and several other countries. Support shifts are shared, so engineers spend a few hours a quarter answering customer tickets.

About the role

Godavari Commerce is hiring for its Orders team in Jaipur. Full-time and part-time shifts available. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote position. Most of the team is in Mumbai, but nobody is required to come in.

In this role you will

• Complete required training and quality coaching sessions.
• Transfer calls to the right department with a warm handoff.
• Answer inbound calls, live chats and emails from a queue.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Explain bills and payment options and take payments over the phone.
• Call customers back on open issues within the promised timeframe.
• Meet targets for handle time, quality score and customer satisfaction.

What you need

• 5-7 years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Must pass a background check.
• Able to sit at a workstation and wear a headset for a full shift.
• Typing speed of at least 35 WPM.

Nice to have

• Chat support experience.
• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.

What we offer

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Group term life insurance.
• Overtime pay.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Godavari Commerce.