Customer Service

Role Overview: As an International Customer Service Representative (Night Shift) in the fast-paced global Business Process Outsourcing (BPO) industry, you will provide multilingual voice and digital support services to Fortune 500 technology, e-commerce, and fintech clients. Based in India, you will deliver customer experience solutions tailored to North American and European time zones. Key Responsibilities: - Handle inbound and outbound voice calls, emails, and live chats from US/UK customers to achieve first-contact resolution. - Troubleshoot product or service queries, log cases in CRM systems, and escalate complex issues following Standard Operating Procedures. - Meet or exceed daily KPIs for average handling time, customer satisfaction (CSAT), and service level adherence. - Document interactions with clear and concise notes for seamless follow-up. - Collaborate with team leads to identify recurring issues and recommend process or knowledge-base improvements. - Uphold data privacy, security, and compliance standards (GDPR/PCI) during customer interactions. Qualifications Required: - Graduate degree or equivalent with at least 1 year of experience in international voice support. - Excellent verbal and written English skills with a neutral/US accent. - Proficiency in customer service CRMs such as Salesforce, Zendesk, or similar platforms. - Available to work permanent night shifts, weekends, and Indian public holidays. - Typing speed of 35+ WPM with high accuracy. Additional Company Details: The company offers a fixed night-shift allowance, performance bonuses, and health insurance from day one. Door-to-door secure cab transport with GPS tracking is provided. Paid learning modules and rapid career advancement opportunities to Quality Analyst or Team Lead within 18 months are available in an engaging and inclusive workplace.,