Customer Service Expert

As a customer-facing professional working in the Business Process Outsourcing (BPO), Aviation, and Hospitality sectors in India, your role involves providing high-volume, SLA-driven customer support through voice, email, and chat channels. You will be responsible for delivering timely, accurate, and empathetic customer support, managing ticket lifecycles, resolving inquiries and complaints, and handling transactional activities. Additionally, you will monitor performance metrics, identify customer pain points, and collaborate with product and operations teams for process improvements. Key Responsibilities: - Deliver timely, accurate, and empathetic customer support via voice, email, and chat channels. - Resolve inquiries, complaints, orders, and account issues on-site. - Manage the complete ticket lifecycle using CRM/ticketing tools. - Prioritize, update case notes, and meet SLA and quality targets. - Escalate complex technical or policy issues to relevant teams. - Handle transactional activities such as refunds, order modifications, and cancellations. - Monitor performance metrics (CSAT, FCR, AHT) and participate in calibration sessions. - Identify recurring customer pain points and recommend process or documentation improvements. Qualifications Required: - Proven experience in customer service or call center environments with on-site availability. - Hands-on experience using ticketing systems and CRM platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud). - Strong voice support experience and familiarity with omnichannel customer engagement. - Demonstrable ability to manage SLAs, escalations, and ticket prioritization. - Fluent English (verbal and written); additional local language (e.g., Hindi) is an advantage. - Basic computer proficiency (MS Office / Google Workspace) and comfort with structured scripts and knowledge bases. In addition to the above, you will benefit from continuous training, regular coaching, and access to upskilling programs provided by Globelance. The company offers competitive compensation, health benefits, and a supportive, target-driven culture focused on customer experience excellence. If you are a customer-focused professional with experience in customer service environments, proficient in using ticketing systems and CRM platforms, and excel in SLA-driven settings, consider applying to join Globelance's on-site support team in India.,