A fast-growing player in the Customer Experience and Global Business Process Outsourcing (BPO) sector, delivering multilingual customer support and technical assistance to international clients across e-commerce, SaaS, travel and fintech verticals. We operate high-performing on-site contact centres in India focused on best-in-class SLAs, measurable CX improvements and quick time-to-resolution.

Role & Responsibilities

Handle inbound international customer enquiries via phone, email and live chat—diagnose issues, provide accurate solutions, and close tickets within SLA.
Create and update customer records and incident tickets in CRM systems; ensure clear, timely documentation and follow-up.
Escalate complex technical or billing issues to specialized teams and own the handover until resolution.
Meet and exceed performance KPIs—first contact resolution, average handle time, CSAT—and contribute to continuous improvement initiatives.
Provide proactive feedback to product and operations teams on recurring customer pain points and common process gaps.
Participate in training, quality audits, and shift rosters to maintain consistent, high-quality on-site support coverage.

Skills & Qualifications

Must-Have

Zendesk
Salesforce Service Cloud
Freshdesk
Live Chat Support
Inbound Call Handling
Email Ticketing

Preferred

Escalation Management
International Customer Support
Experience with workforce management or QA platforms

Additional Qualifications

Fluent English (written and spoken) – comfortable handling international accents and clients.
Prior experience in an on-site international contact centre or BPO environment preferred.
Willingness to work in rotational shifts including nights/rotational hours as required for international coverage.

Benefits & Culture Highlights

Structured on-site training, clear career progression paths and regular performance incentives.
Collaborative, metrics-driven culture with focus on employee development and recognition.
Comprehensive health benefits and an active employee engagement program.

This role is onsite in India and ideal for candidates who thrive in high-volume, international support environments and are motivated by measurable impact on customer satisfaction and operational excellence.
Skills: bpo,escalation management,zendesk,freshdesk,customer

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