CSR

Handle outbound calls and live chat support for international customers in the e-commerce domain.

Assist customers with order placement, payment queries, shipping information, returns, and refunds.

Resolve customer complaints in a professional and empathetic manner while adhering to company policies.

Meet and exceed daily/weekly KPIs including call/chat handling time, customer satisfaction (CSAT), and first-contact resolution (FCR).

Collaborate with cross-functional teams (operations, logistics, product, etc.) to resolve escalated issues.

Maintain up-to-date knowledge of product catalog, promotions, and company policies.

Contribute to process improvements by providing customer feedback to the management team.