Call Center Associate

We are hiring a Call Centre Associate to handle customer queries and provide a smooth support experience across calls (and optionally WhatsApp/chat). You will assist customers with orders, delivery updates, refunds/returns, product questions, and basic issue resolution—while maintaining high quality, accuracy, and empathy.

• Handle inbound calls professionally and resolve customer queries end-to-end.
• Support customers with order status, delivery timelines, address changes, cancellations, and replacements .
• Assist with returns, refunds, exchanges , and escalate complex cases when needed.
• Clearly explain product usage, FAQs, and policies (as per approved scripts).

• Create and update tickets in CRM with accurate notes, tags, and call outcomes.
• Follow SOPs for different issue types and ensure proper closure within timelines.
• Coordinate with internal teams (warehouse, logistics, billing) to resolve issues.

• Follow call scripts and brand tone; ensure accurate information is shared.
• Maintain customer confidentiality and follow data handling policies.
• Meet quality parameters: correctness, empathy, call flow, and documentation.

• Achieve daily/weekly KPIs such as:
• Calls handled / hour
• First-contact resolution (FCR)
• Average handling time (AHT)
• CSAT/feedback score
• Ticket closure TAT

• 12th pass / Graduate preferred.
• 0–3 years experience in call centre / customer support (D2C/e-commerce preferred).
• Good communication in English + Hindi (add regional language if needed).
• Comfortable with CRMs, WhatsApp tools, and basic computer skills.
• Calm under pressure; strong listening and problem-solving skills.

• Experience with e-commerce processes: RTO, NDR, courier coordination, COD/partial COD .
• Experience with WhatsApp support tools (e.g., Interakt, WATI, Smartflo, etc.).