Customer Support | International Process

Ghrs Training

1 - 6 years

1 - 6 Lacs

pune maharashtra india

Posted:1 week ago| Platform: Foundit logo

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Skills Required

active listening empathy problem-solving technical aptitude customer service excellence

Work Mode

On-site

Job Type

Full Time

Job Description

Responsibilities:

Respond to customer inquiries and issues promptly and professionally via various channels (phone, email, chat, social media) for an international clientele.
Diagnose, troubleshoot, and resolve technical and non-technical customer problems, providing clear and concise solutions.
Understand and adapt to different cultural communication styles and customer expectations from various international regions.
Accurately document all customer interactions, issues, and resolutions in the CRM or ticketing system, adhering to international data privacy standards where applicable.
Escalate complex or unresolved issues to the appropriate internal teams (e.g., Tier 2 support, technical teams, product development) in a timely manner, ensuring seamless handover.
Maintain a high level of product/service knowledge to effectively guide international customers.
Educate customers on product features, functionalities, and best practices to maximize their experience.
Meet or exceed individual and team performance metrics, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), and quality scores.
Collaborate effectively with team members and other departments to ensure consistent service delivery and share insights from international customer interactions.
Adhere to all company policies, procedures, and security protocols, especially those pertaining to international customer data.
Participate in ongoing training and development programs to enhance product knowledge and customer service skills, with a focus on international communication nuances.

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