Customer Service Representative

Job Title: Customer Service Representative

Process: Blended - 90% Voice & 10% Email/Chat

Location: Malad West, Mumbai
Shift: US based (Night Shift-: 5:30 PM - 2:30 AM)

Job Summary: We are seeking a dynamic and customer-focused Customer Service Representative to join our team in a blended process role. The ideal candidate will deliver exceptional service through phone, email, and chat, ensuring a seamless customer experience. This role requires excellent communication skills, multitasking ability, and a commitment to customer satisfaction.

Key Responsibilities:

· Provide outstanding service to customers via phone (voice), email, and chat channels.

· Maintain excellent phone etiquette and uphold high standards of verbal and written communication.

· Address and resolve customer inquiries and issues promptly, ensuring a positive experience.

· Efficiently manage multiple tasks while prioritizing work to meet deadlines and service level agreements.

· Accurately document customer interactions and follow established procedures for escalation or resolution.

Qualifications:

· Minimum 2 years of international voice process experience is mandatory!

· Fluent in English with a strong command of verbal and written communication.

· Excellent interpersonal skills and the ability to build rapport with customers.

· Ability to work effectively during night shifts.

· Proficiency in handling both voice and written interaction channels.

Preferred Skills:

· Familiarity with CRM tools and ticketing systems.

· Strong problem-solving and multitasking abilities.

Job Type: Full-time

Pay: ₹350,000.00 - ₹450,000.00 per year

Benefits:

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

Schedule:

• Fixed shift
• Monday to Friday
• Night shift
• US shift

Ability to commute/relocate:

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

Education:

• Bachelor's (Preferred)

Experience:

• International voice process: 2 years (Required)

Language:

• English (Required)

Shift availability:

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

Expected Start Date: 01/08/2025