Customer Support(International)

As a Customer Support Executive in our international voice/non-voice process, your role will require you to handle customer queries and issues through calls, emails, or chat for our international clients. You will be responsible for providing accurate information, timely resolutions, and managing customer escalations effectively with empathy and professionalism. Additionally, you will document customer interactions, collaborate with internal teams, and ensure service quality standards are maintained. Achieving KPIs such as customer satisfaction, first call resolution, and response time will be crucial, along with staying updated on company products, services, and policies. Key Responsibilities: - Handle customer queries and issues via calls, emails, or chat for international clients. - Provide accurate information and timely resolutions while maintaining service quality standards. - Manage customer escalations effectively with empathy and professionalism. - Document customer interactions, feedback, and resolutions in CRM tools. - Collaborate with internal teams to resolve technical or service-related concerns. - Achieve KPIs including customer satisfaction, first call resolution, and response time. - Maintain up-to-date knowledge of company products, services, and policies. Key Requirements: - Bachelors degree or equivalent qualification. - Minimum 1 year of experience in international customer support (voice or non-voice process). - Excellent verbal and written communication skills in English. - Ability to handle global customers with cultural sensitivity and patience. - Strong problem-solving and multitasking skills. - Proficiency in MS Office and CRM tools. - Willingness to work in rotational shifts, including night shifts. Preferred Skills: - Experience with international BPO/outsourcing processes. - Knowledge of ticketing tools like Zendesk, Freshdesk, or Salesforce. - Customer-centric approach with strong interpersonal skills. In addition to a competitive salary and performance-based incentives, we offer you the opportunity to work with global clients, growth and learning opportunities within a dynamic environment, and a supportive and inclusive work culture.,