Customer Service Representative

Job Title: Customer Service Representative

Location: Malad West, Mumbai
Shift: US Shift (Night Shift – 5:30 PM to 2:30 AM IST)

Job Summary

We are looking for a customer-focused and enthusiastic Customer Service Representative to join our team in a blended support role. This position involves handling international customer interactions through voice (inbound/outbound calls), email, and chat. The ideal candidate will have excellent communication skills, the ability to multitask effectively, and a strong passion for delivering outstanding service.

Key Responsibilities

• Handle customer queries and service requests through phone, email, and chat, ensuring a smooth and professional experience at all times.
• Communicate clearly and confidently, demonstrating excellent telephone etiquette and strong written communication skills.
• Resolve customer concerns quickly and effectively by identifying the issue, providing accurate information, and offering practical solutions.
• Take ownership of customer issues and follow up until closure, ensuring every customer feels supported and valued.
• Manage multiple tasks and conversations efficiently, while maintaining high attention to detail and meeting process deadlines/SLAs.
• Accurately document interactions in CRM/ticketing tools, updating customer information and action steps taken.
• Escalate unresolved or complex issues to the appropriate team as per company procedures, while keeping the customer informed.
• Work collaboratively with peers and managers to share feedback, improve processes, and enhance the overall customer journey.
• Stay updated on product knowledge, process updates, and system tools through regular training and self-learning.

Qualifications

• Minimum 2 years of international voice process experience is mandatory.
• Strong verbal and written English communication skills with the ability to build rapport easily.
• Comfortable working in a US-based night shift (5:30 PM – 2:30 AM IST).
• Ability to handle both voice and written communication channels effectively.
• Strong problem-solving, multitasking, and organizational skills.

Preferred Skills

• Prior experience in the insurance industry or international BPO environment is highly desirable.
• Familiarity with CRM tools and ticketing systems.
• Ability to work in a fast-paced environment while maintaining professionalism and accuracy.

Job Type: Full-time

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What's your current location?

Education:

• Bachelor's (Preferred)

Experience:

• International voice process: 1 year (Required)
• Customer service: 2 years (Preferred)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person