Customer Care Specialist - Email, Chat and Voice | Location: Work from home
- Compensation
- Not disclosed
- Location
- Pune, India
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 2+ years
- Category
- Support
- Posted
Skills
Must have
- Advanced active listening, verbal, and written communication skills in English
- Ability to work effectively with a diverse team in a fast-paced, metric-driven environment
- Strong organizational skills with the ability to manage time, priorities, and detailed documentation
- Sound analytical thinking and decision-making capabilities
- Demonstrated reliability, accountability, and a team-oriented mindset
- Minimum 2 years of phone-based call center experience supporting a U.S. Retail and/or E-Commerce business.
- Experience handling international customer calls, emails, and chats, preferably within a U.S. process.
- C2-level English proficiency (verbal and written).
- Minimum 40 WPM typing speed.
- Prior experience working in a remote environment.
- Candidates with direct exposure to U.S. Retail or E-Commerce phone support will be prioritized.
Full description
ABOUT UA/UNIFORM ADVANTAGE BRANDS
For over 40 years, UA Brands has designed fashion-forward apparel for the medical and culinary professionals who make a difference every day. We’re proud to support the people behind the work, those showing up and making an impact every shift. We’re a purpose-driven team with a strong commitment to community, collaboration, and service. Here, you’ll find a culture that values connection, fresh perspectives, and real impact. From the start, we’re committed to giving you an authentic look at life at UA Brands and how you can grow, contribute, and make your mark.
ABOUT THE ROLE
This is one of UA Brands’ most customer-impacting roles. As a Customer Care Specialist, you will serve as a trusted problem-solver for our customers, handling phone-based inquiries that often involve complex, time-sensitive, or emotionally charged situations.
Customers rely on you not just for answers, but for ownership. Your success will be measured by your ability to resolve issues accurately, professionally, and preferably in a single interaction, while reinforcing UA Brands’ reputation for service excellence.
This role requires flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on business needs.
This is a high-volume, phone-intensive role where success depends on focus, resilience, and consistent performance. Customer interactions often involve urgent or emotionally charged issues, and representatives are expected to manage multiple systems while maintaining professionalism, empathy, and accuracy. Performance is closely tracked across quality, productivity, and customer satisfaction metrics.
WHAT YOU’LL DO
- Manage different queues of inbound phone calls, emails, and chats, taking complete ownership of each interaction from first contact through final resolution, including documentation and follow-up when required.
- Resolve complex service scenarios, including billing inquiries, order placement or modification, exchanges, refunds, and system troubleshooting.
- Navigate multiple internal systems simultaneously while meeting defined handle-time, quality, and compliance expectations.
- Exercise sound judgment to balance customer satisfaction with business guidelines, ensuring fair and consistent outcomes.
- Handle sensitive and confidential customer information with professionalism and discretion.
- Collaborate cross-functionally and support offline tasks, special projects, or other departments during lower contact-volume periods.
REQUIRED SKILLS
- Advanced active listening, verbal, and written communication skills in