Service Representative

. Handle incoming calls from customers and MSPs .

Posted 10/15/2026full-timeRemote • IndiaJuniorMid-Level💰 ₹225,000 - ₹450,000 per yearWebsite

Key responsibilities & impact

Handle incoming calls from customers and MSPs
Assist with order modifications
Handle fulfillment-related issues such as same-day, next-day, and rejection requests
Coordinate order replacements by confirming MSP availability, presenting new options to customers, and negotiating prices
Process payment release requests
Respond to requests for help during jobs
Process cancellation requests
Communicate applicable Managed/Marketplace brand policies to customers and service providers
Follow correct procedures when resolving issues
Claim and resolve customer issues, including replacements, cancellations, and same-day and next-day requests
Escalate upleveling opportunities for peers within the service or sales team
Meet role-specific metrics
Ensure customers and service providers understand order changes

What you’ll need

Ability to work during business hours and as required by business needs
Prior customer service experience, 2 years minimum
Positive, empathetic, and professional attitude toward customers and peers
Ability to learn and retain product details
Ability to access and act quickly on workflows
Ability to communicate brand policies accurately and consistently
Ability to follow correct procedures when resolving customer and service provider issues
Ability to claim and resolve customer issues including replacements, cancellations, same-day and next-day requests
Ability to escalate upleveling opportunities for peers within the service or sales team
Ability to meet position metrics
Strong time management skills and committed work ethic
Positive attitude and willingness to learn from and accept mistakes
Proficient computer skills using Microsoft Office, Internet Explorer, and G Suite
Ability to learn new software solutions
Proven experience working with US-based business teams
Excellent written and communication skills in English
Full and ongoing overlap with Porch’s U.S. Central Time business hours (11:30 PM IST–7:00 AM IST)
Quiet workspace
Internet connection of at least 30 Mbps download and 10 Mbps upload

Comp & perks