Service Representative II-2

IndiaRemoteFull-timemid

Other

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Quick Summary

Overview

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Service Representative II-2 based in India.

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We are looking for a customer-focused Service Representative II-2 to support customers and service providers throughout the order fulfillment process. In this fully remote role, you will manage incoming inquiries, resolve service-related issues, and coordinate order changes to ensure a smooth and positive customer experience. You will handle requests involving cancellations, replacements, scheduling changes, payments, and other time-sensitive situations. Success in this position requires empathy, attention to detail, clear communication, and the ability to follow established workflows efficiently. You will collaborate with customers, moving service providers, and internal teams while maintaining service quality and meeting performance targets. This full-time opportunity is based in India and requires working overnight hours aligned with U.S. Central Time.

Handle incoming calls and inquiries from customers and moving service providers, providing timely, professional, and helpful support.
Process order modifications and manage fulfillment-related issues, including same-day and next-day requests, rejections, and scheduling changes.
Coordinate order replacements by confirming availability with service providers, presenting alternative options to customers, and negotiating pricing when necessary.
Process payment release requests and respond to requests for assistance during active jobs.
Manage cancellation requests and ensure all changes are communicated accurately to the relevant parties.
Follow established workflows and brand policies when resolving customer and service provider concerns.
Take ownership of assigned cases, resolve issues correctly, and escalate opportunities or complex situations to the appropriate service or sales team members.
Maintain productivity, quality, and other performance metrics associated with the role.
Ensure customers and service providers fully understand any changes to their orders and the applicable next steps.
Collaborate effectively with internal teams while maintaining a positive, accountable, and customer-first approach.

Requirements

~1 min read

At least two years of prior customer service experience.
Experience working with U.S.-based business teams.
Excellent written and verbal English communication skills.
A positive, empathetic, and professional approach when interacting with customers, service providers, and colleagues.
Strong time management, organizational skills, and a dependable work ethic.
Ability to learn and retain product information, apply policies consistently, and navigate workflows quickly and accurately.
Confidence handling time-sensitive requests, resolving customer issues, and managing order changes with attention to detail.
Proficiency with Microsoft Office, internet-based tools, and Google Workspace, along with the ability to learn new software applications.
Willingness to accept feedback, learn from mistakes, and continuously improve performance.
Availability to work the full required overlap with U.S. Central Time business hours, from 11:30 p.m. to 7:00 a.m. IST.
A quiet, dedicated remote workspace and a reliable internet connection with minimum speeds of 30 Mbps download and 10 Mbps upload.