US Customer Service Executive

Job Description

Position Overview: We are seeking a dynamic and customer-focused US Customer Care Representative with an eCommerce background to join our team in India. This role will involve providing exceptional customer service to US customers during night shift hours (9 AM to 7 PM EST). The ideal candidate should possess a clear US accent, be comfortable assisting with eCommerce-related inquiries, and have experience handling customer issues over the phone with professionalism and empathy. Key Responsibilities: Deliver outstanding phone-based customer service to US customers, assisting with a variety of eCommerce-related inquiries such as order tracking, product information, returns and exchanges, and account management. Provide timely solutions for issues related to payment processing, refunds, shipping, product availability, and any other concerns arising in an eCommerce environment. Troubleshoot and resolve customer complaints with a focus on customer satisfaction and retention. Assist customers with navigating the eCommerce platform, guiding them through the purchase process, and answering any product-related questions. Maintain accurate records of all customer interactions, ensuring all concerns are logged into the CRM system with detailed notes for future reference. Work cross-functionally with logistics, inventory, and technical teams to address any eCommerce-related challenges and ensure timely resolution. Meet or exceed customer service KPIs, including customer satisfaction, first-call resolution, and response time. Stay up-to-date with eCommerce trends, company products, and platform updates to provide accurate and up-to-date support to customers. Qualifications: Strong verbal communication skills with a clear US accent, capable of assisting customers over the phone. Previous experience in customer service, with a focus on eCommerce or retail environments. Familiarity with eCommerce platforms, online ordering systems, and payment processing systems. Ability to handle multiple tasks simultaneously and effectively manage high volumes of customer interactions. Experience with troubleshooting technical issues, order tracking, and returns in an eCommerce environment. Strong problem-solving abilities and a customer-first mentality. Ability to work independently and as part of a collaborative team. Must be flexible and adaptable to working during US business hours (9 AM to 7 PM EST) while based in India. Preferred Skills: Experience with eCommerce tools like Shopify, Magento, or similar platforms. Familiarity with online payment gateways (Amazon, Shopify, Target, Ebay, Mathis, Wayfair etc.). Knowledge of eCommerce trends, logistics, and fulfillment processes. Bilingual abilities (English and any other language) are a plus.