Customer Support Executive

Role & responsibilities

Preferred candidate profile

Customer Support International Voice

Role Overview:

The Customer Support Representative for International Voice is responsible for providing timely, accurate, and high-quality assistance to international customers over the phone. This role involves handling customer inquiries, resolving issues, and ensuring customer satisfaction while representing the company's brand and values.

Key Responsibilities:

Customer Interaction

• Answer inbound customer calls from international clients in a professional and courteous manner.
  
• Make outbound calls to follow up on unresolved issues, feedback, or escalations if necessary.
  
• Listen actively to customer concerns and provide appropriate solutions and support.
  

Issue Resolution

• Identify and troubleshoot customer issues effectively and efficiently.
  
• Provide step-by-step guidance or escalate complex cases to higher-level support when required.
  
• Document all customer interactions in the CRM system accurately.
  

Product and Service Knowledge

• Maintain up-to-date knowledge of the company's products, services, policies, and procedures.
  
• Educate customers on product features, service usage, billing details, or account settings as needed.
  

Communication

• Communicate clearly and fluently in English (or required international language).
  
• Demonstrate empathy and professionalism in all interactions.
  
• Handle difficult conversations with patience and tact.
  

Quality and Compliance

• Adhere to quality assurance guidelines and company protocols.
  
• Meet or exceed performance metrics such as call quality, response time, resolution time, and customer satisfaction scores.
  
• Ensure compliance with data privacy and international regulatory requirements.
  

Team Collaboration

• Collaborate with other departments (technical support, billing, logistics, etc.) to ensure customer issues are resolved smoothly.
  
• Share customer feedback and insights to help improve processes and services.
  

Skills & Requirements:

• Excellent spoken and written communication skills in English (or required language).
  
• Ability to work in rotating shifts (including nights and weekends).
  
• Strong problem-solving and critical-thinking abilities.
  
• Familiarity with CRM tools and call center software is a plus.
  
• Previous experience in a voice-based customer support role is preferred.
  

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