Customer Service Advisor

Job Title: Customer Service Advisor (eCommerce – UK Shift)
Location: Mumbai (Work from Office Only)
Job Type: Full-time
Shift Timing: Monday to Friday, 11:30 AM to 9:30 PM IST (7:00 AM to 5:00 PM UK Time)

Job Summary:

We are seeking Mumbai-based Customer Service Advisors to support a UK eCommerce brand with day-to-day customer service operations. This is an office-based role involving email and phone support, order processing, and task tracking. You’ll be working closely with the UK team to ensure a seamless customer experience.

Key Responsibilities:

• Handle email and inbound customer calls professionally and efficiently
• Resolve queries using Freshdesk or Zendesk
• Process customer orders and returns via Shopify
• Clear backlog of emails and open tickets
• Update internal trackers using ClickUp or Trello
• Maintain and help improve existing SOPs and documentation
• Occasionally make outbound calls (e.g., for delivery updates – no sales involved)

Future Scope:

• Potential to grow into logistics coordination and purchase order management after core CS tasks are established

Requirements:

• 1–3 years of experience in BPO or eCommerce customer service
• Proficiency with ticketing platforms like Freshdesk/Zendesk
• Experience with Shopify preferred
• Strong written and verbal communication skills in English
• Familiarity with UK customer service tone and etiquette
• Ability to coordinate internally in Hindi or Gujarati is a plus

Workload:

• 30–50 emails and 20 calls daily
• Average handling time: ~5 minutes per interaction

Perks & Benefits:

• Long-term engagement opportunity
• Direct exposure to UK-based operations
• All tools and systems (VoIP, trackers, CRMs) provided

Location: Mumbai – This is a full-time, office-based position.
Start Date: Immediate joiners preferred

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month