Handle
inbound phone calls and live chat
from customers with a polite, solution-oriented approach.
Create/update
tickets
for every interaction; track status and follow up until resolution.
Log
call/chat details, client status, and next steps accurately in the
CRM
.
Check existing tickets,
escalate
issues per SOPs, and keep clients updated on
project status
.
Meet daily/weekly
KPIs
: response time, first-contact resolution, ticket accuracy, attendance.
Follow
scripts, checklists, and QA guidelines
; suggest improvements to workflows.
Coordinate with internal teams (projects/ops) for clarifications and timely closures.
Maintain
data confidentiality
and adhere to process compliance at all times.
Work a
fixed US shift
:
Mon-Fri, 9:00 AM9:00 PM Miami (ET)
(India: 6:30 PM6:30 AM / 7:30 PM–7:30 AM).

Preferred Candidate Profile

Experience:

02 years
in customer support (voice/chat/BPO). Freshers with strong communication are welcome.
Language:
Excellent
English
(spoken & written);
Spanish
is a plus.
Tech & Tools:
Comfortable with
CRM
and
ticketing
systems (training provided); fast & accurate
typing
.
Setup:

Stable broadband
,
USB headset
, quiet workspace suitable for long calls.
Work Style:
Reliable, punctual, detail-oriented; able to follow scripts/flows and document accurately.
Shift Fit:
Comfortable with
night shift / US hours
and
12-hour fixed shift (9 am Miami time till 9 pm Miami time
. (India: 6:30 PM–6:30 AM / 7:30 PM–7:30 AM). possibility with day shift 9 pm Miami time and 9am Miami time India 6.30 AM/6.30 PM)
Attitude:
Patient, empathetic, calm under pressure; strong problem-solving and ownership.
Education:
Graduation
not required
; any stream accepted.

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