Customer Support Representative

DescriptionEnquad Solutions Pvt. Ltd. is a customer service outsourcing company based in Pune, India, specializing in BPO operations and IT outsourcing. We provide reliable, process-driven support to a range of North American companies, helping them manage customer engagement, back-office tasks, testing services, and technical operations. It is a growing back-office service provider supporting a range of international clients across the United States and Canada. We specialize in customer support, administrative assistance, and operations management, delivering seamless, after-hours services to ensure 24/7 continuity for our clients.

Role OverviewWe are currently seeking a fluent English-speaking Customer Service Representative (After Hours) to join our Pune office. This is a night shift onsite role with a mandatory requirement for the graveyard shift. You will serve as the first point of contact for our clients, offering professional and empathetic support tailored to their specific service needs.

Key Job Responsibilities

• Handle

  inbound calls and emails

  from clients, customers, and partner organizations during after-hours
• Provide accurate information regarding client services, processes, and general assistance
• Log and

  escalate urgent concerns

  to appropriate on-call personnel or internal teams
• Maintain up-to-date and accurate documentation in client systems and CRMs
• Coordinate with internal departments to ensure efficient resolution of client issues
• Deliver

  exceptional customer service

  with professionalism, patience, and empathy
• Communicate proactively with U.S. and Canadian clients across various time zones
• Act as a liaison between the night-shift and day-shift teams to ensure smooth transitions
• Meet or exceed response time, service quality, and customer satisfaction targets

Required Skills and Qualifications

• Minimum 1 year

  of experience in customer

  service

  ,

  call center

  , or

  BPO environment

• Excellent spoken and written English communication skills

  this is non-negotiable
• Ability to

  work independently

  , take ownership, and handle responsibilities without supervision
• Must be comfortable working

  night shifts

  and be available for the

  graveyard shift

• Familiarity with CRM tools, call center software, and

  Microsoft Office

• Strong problem-solving and interpersonal skills
• Bachelors degree in any discipline (preferred:

  Communications, Psychology, Business

  )
• Experience with

  international clients

  (U.S. or Canadian preferred)