Customer Care Specialist – Email, Chat, Voice

• Manage inbound phone calls, emails, and chats across different queues
• Take complete ownership of each interaction from first contact through final resolution
• Document interactions and complete follow-up when required
• Resolve billing inquiries, order placement or modification, exchanges, refunds, and system troubleshooting
• Navigate multiple internal systems while meeting handle-time, quality, and compliance expectations
• Balance customer satisfaction with business guidelines to ensure fair and consistent outcomes
• Handle sensitive and confidential customer information professionally and discreetly
• Collaborate cross-functionally and support offline tasks, special projects, or other departments during lower contact-volume periods
• Maintain professionalism, empathy, accuracy, and consistent performance in a high-volume, phone-intensive role

• Advanced active listening, verbal, and written communication skills in English
• Ability to work effectively with a diverse team in a fast-paced, metric-driven environment
• Strong organizational skills with the ability to manage time, priorities, and detailed documentation
• Sound analytical thinking and decision-making capabilities
• Demonstrated reliability, accountability, and a team-oriented mindset
• Minimum 2 years of phone-based call center experience supporting a U.S. Retail and/or E-Commerce business
• Experience handling international customer calls, emails, and chats, preferably within a U.S. process
• C2-level English proficiency (verbal and written)
• Minimum 40 WPM typing speed
• Prior experience working in a remote environment
• Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts
• Minimum Internet Speed: 100 Mbps upload/download
• 9 hours of power backup to ensure uninterrupted connectivity
• Flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on business needs

• Company-sponsored medical insurance for employees and family members
• Company-sponsored life insurance for employees
• Company-sponsored Group Personal Accidental insurance for employees
• Company-sponsored gratuity benefit
• Continuous remote work
• Hardship Allowance paid over and above the employee’s monthly salary
• Extended Hardship Allowance paid over and above the employee’s monthly salary
• Paid Vacation / Earned Leave
• Maternity Leave, Compensatory Off Leave, Bereavement Leave, and Paternity Leave as per the applicable norms
• Holiday Pay
• Referral Program - Get paid to work with Friends
• Regular Recognition, Social Activities, Events, and Birthday Celebrations
• Company computer equipment is provided for business use