Job Description

Customer Service Advisor / Senior Advisor – Voice Process  |  SHI India, Hyderabad

About us

Sears Holdings India (SHI) is the India technology and services centre of Transformco, the US company behind the Sears brand. We are building a customer service team in Hyderabad to support Transformco’s customers in the United States.

Roles

Customer Service Advisor; Senior Advisor

Department

Operations – Customer Experience

Process

Inbound and outbound voice support for US customers: home services and appliance repair, protection plans, and retail orders

Location

Hyderabad – remote, with work from office when required. Candidates must live in Hyderabad or relocate before joining.

Shift

24x7 rotational shifts, including nights, weekends and public holidays. Transport is not provided.

Experience

Advisor: freshers to 1.5 years. Senior Advisor: 1.5–3 years in a voice process.

Education

Graduate in any discipline

Notice period

Immediate to 30 days preferred

Role summary

As a Customer Service Advisor, you are the voice of the brand. You handle customer calls, resolve queries and complaints accurately on the first call wherever possible, and give every customer a consistent, positive experience while following process, quality and compliance guidelines.

As a Senior Advisor, you are an experienced, consistently high-performing advisor who handles complex and higher-value calls, acts as a buddy to new advisors and sets the performance benchmark for the team. The role is mainly on calls (about 85–90% of the time) and leads to SME positions.

Key responsibilities

All advisors

•      Handle inbound and outbound calls from US customers professionally and courteously.

•      Understand the customer’s query, probe effectively and give an accurate resolution in line with process guidelines.

•      Resolve queries on the first call wherever possible; escalate unresolved issues to the SME or Team Leader as per the escalation matrix.

•      Handle irate or dissatisfied customers calmly and work towards de-escalation.

•      Document every interaction accurately in the CRM, with correct dispositions and notes.

•      Follow call scripts, opening and closing protocols and mandatory compliance statements, including identity verification.

•      Meet individual targets for quality, handle time, CSAT and productivity.

•      Keep to the shift schedule, break schedule and login requirements.

•      Stay updated on process changes through huddles, emails and knowledge base updates.

•      Keep customer data strictly confidential and follow information security policies, including when working from home.

•      Complete initial training and certification, followed by on-the-job training (nesting).

Additional responsibilities for Senior Advisors

•      Handle complex queries, complaints, repeat callers and tier-2 cases, and resolve them within the defined turnaround time.

•      Consistently meet or exceed individual KPIs and act as the performance benchmark for the team.

•      Act as a buddy to new hires during nesting, sharing best practices, call-handling tips and system shortcuts.

•      Support advisors with basic process queries when the SME or Team Leader is unavailable.

•      Identify recurring customer issues and share feedback with the Team Leader and SME.

•      Take part in process refreshers, calibration sessions and assessments, and score above the pass mark.

Eligibility

•      Graduate in any discipline.

•      Advisor: freshers welcome; up to 1.5 years of voice process experience is an advantage.

•      Senior Advisor: 1.5–3 years in a voice-based customer service or sales process, with at least 6 months on the current or a similar process.

•      International voice experience, especially with US customers, is preferred.

•      Must live in Hyderabad, or relocate before joining, and be able to report to the office when required.

•      Willing to work 24x7 rotational shifts, including nights, weekends and public holidays, without company transport.

Work-from-home requirements

•      A quiet, private workspace for the full shift.

•      High-speed broadband connection with power backup.

•      The company provides the laptop and headset.

Key skills

•      Clear spoken English (Senior Advisor: excellent spoken English with a neutral accent).

•      Active listening, patience and empathy, with composure on difficult calls.

•      Problem-solving and complaint-handling skills.

•      Basic computer skills; comfortable using CRM, knowledge base and telephony together.

•      Typing speed: 20–25 WPM for Advisors; 25–30 WPM for Senior Advisors.

•      Positive attitude, willingness to learn and ability to work under pressure on target-driven work.

•      Senior Advisors: willingness to mentor peers and share knowledge.

Career path

Advisor → Senior Advisor → SME → Team Leader, with options to move into Quality, Training or Workforce Management.

What we offer

•      Competitive salary

•      Structured training and a clear internal growth path

•      Health insurance and statutory benefits (PF, ESIC or gratuity as applicable)

•      Rewards and recognition programmes