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Cresta Kans
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Customer Support Representative

Customer Support Representative

Cresta Kans

0 - 3 years

0 Lacs

pune pimpri chinchwad

Posted:1 hour ago| Platform: Shine logo

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Skills Required

calling customer service solving queries communication skills leadership skills international bpo

Work Mode

On-site

Job Type

Full Time

Job Description

Roles & Responsibilities International Customer Support (Voice)

Handle Inbound & Outbound Calls

Attend customer calls from international clients.
Provide accurate information and resolve queries professionally.

Troubleshoot Customer Issues

Understand customer concerns clearly.
Provide step-by-step assistance and solutions.
Escalate complex issues to senior teams when needed.

Maintain Professional Communication

Use clear, fluent English with a customer-friendly tone.
Follow call etiquettes and maintain a positive attitude throughout the interaction.

Customer Relationship Management

Build rapport with customers to ensure a positive experience.
Follow-up on unresolved issues when required.

Documentation & Record Keeping

Update customer information and call details in the system accurately.
Maintain ticket logs, call summaries, and feedback notes.

Meet Performance Metrics

Achieve targets such as call quality, resolution time, customer satisfaction (CSAT), and adherence.
Maintain schedule compliance and productivity standards.

Follow Company Policies & Processes

Adhere to data security guidelines, scripts, and company SOPs.
Maintain confidentiality of customer information.

Work in Rotational Shifts

Comfortable working with night shifts or rotational shifts based on international time zones.

Upselling / Cross-selling (If applicable)

Provide product recommendations or plans when part of process requirements.

Team Collaboration

Coordinate with team leaders, quality analysts, and support teams to improve performance and customer experience.

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