Call Center Customer Service Representative – Voice Process (Australian Shift) – WFH

Job Title:

Call Center Customer Service Representative – Voice Process (Australian Shift) – WFH

Company Location:

Mohan Estate, New Delhi – 110044

Department:

Customer Support / Call Center Operations

Reports To:

Customer Support Manager / Team Lead

About the Company

Raptor Supplies is a leading e-commerce portal offering more than 750,000 high-quality MRO products and industrial supplies to SMEs, large corporations, and public-sector organizations across the UK, Ireland, Europe, the Middle East, Africa, Asia, and Australia. Our catalog includes abrasives, cleaning tools, electrical equipment, fasteners, hand tools, hardware, lab supplies, lighting solutions, material handling, and machining tools from over 2,400 renowned global brands.

Job Summary

We are seeking an energetic and customer-focused Call Center Customer Service Representative (Voice Process) to handle voice-based customer interactions for our Australian eCommerce and logistics operations. This work-from-home role involves managing inbound and outbound calls, resolving customer concerns, and delivering an excellent customer experience aligned with company standards.

Key Responsibilities

• Handle inbound and outbound calls from Australian customers regarding orders, deliveries, returns, and shipment tracking.
• Provide accurate, professional, and timely assistance to resolve customer queries and complaints.
• Record all customer interactions in the CRM system and follow up to ensure complete resolution.
• Collaborate with logistics, warehouse, and operations teams to resolve issues effectively.
• Adhere to call scripts, compliance guidelines, and meet performance targets (AHT, FCR, and CSAT).
• Escalate complex issues to supervisors and maintain proactive communication with customers.
• Identify recurring issues and recommend process improvements to enhance customer satisfaction.

Required Skills & Qualifications

• High school diploma or bachelor’s degree (preferred).
• 0–3 years of experience in an international voice process (eCommerce or logistics experience preferred).
• Excellent verbal communication skills in English with a clear, neutral, or Australian-accent-friendly tone.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Proficiency with CRM tools, call center software, and MS Office.
• Willingness to work Australian shift hours (4:30 AM – 12:30 PM IST, depending on daylight savings).

Preferred Skills

• Experience supporting Australian or Asia-Pacific customers.
• Knowledge of eCommerce platforms, order management systems, and international shipping processes.

Job Type: Full-time

Pay: ₹400,000.00 - ₹500,000.00 per year

Work Location: In person