Customer Service Associate - E-commerce Support (English)

About the role

Fusion CX is hiring English-speaking Customer Service Associates in Howrah to support customers with e-commerce orders, deliveries, returns, refunds and payment-related queries. You will handle incoming customer calls in English and help resolve concerns about cancellations, returns, refunds, damaged or missing products and payment issues. The role is based in a Work From Office (WFO) setting.

Key responsibilities

• Handle incoming customer calls in English and respond to e-commerce-related inquiries.
• Assist customers with questions about orders, deliveries and shipment tracking, and give accurate updates on order status.
• Resolve concerns about order cancellations, returns and refunds.
• Handle payment failures, Cash on Delivery (COD) and other transaction queries.
• Help customers with damaged, missing or incorrect products and escalate unresolved issues to the relevant department.
• Maintain accurate records of customer interactions and resolutions, following company policies and call-handling procedures.

Required profile

• Minimum education: Class XII (Higher Secondary) completed.
• Strong English communication skills and clear verbal communication.
• Ability to understand customer queries and explain solutions clearly.
• Customer-focused approach, patience and professionalism.
• Willingness to work in a Work From Office (WFO) environment.

Required skills

• Basic computer skills and ability to navigate customer and order information systems.
• Active listening, problem-solving and attention to detail.
• Ability to follow procedures and keep accurate records.

Applicants apply through the Fusion CX careers page by providing their contact details, last qualification and uploading a CV.