International Customer Service

• Deliver timely, empathetic support to international customers across voice, email, and chat while maintaining high-quality service standards.
• Accurately log and manage customer interactions in the CRM/ticketing system, ensuring complete records and appropriate follow-ups.
• Diagnose issues, provide first-contact resolution where possible, and escalate complex cases to product or technical teams with clear documentation.
• Meet SLA and KPI targets (CSAT, FCR, AHT) and actively contribute to continuous improvement initiatives to boost customer satisfaction.
• Participate in regular shift handovers, team briefings, and training sessions to stay aligned with process updates and service enhancements.
• Identify recurring customer issues and provide actionable feedback to operations, product, and quality teams to reduce repeat contacts.
  

Skills & Qualifications

• Proven experience in international customer service or BPO handling voice, email, and chat channels.
• Excellent spoken and written English with comfort handling western accents.
• Proficiency with CRM and ticketing systems (Salesforce Service Cloud, Zendesk, Freshdesk).
• Hands-on experience with VoIP telephony and call-routing platforms.
• Track record of meeting SLAs and KPIs; strong escalation and case-management skills.
• Willingness to work on-site in rotational shifts, including night shifts as required by international client schedules.
  

Preferred

• Multilingual ability (Spanish, French, German or other European languages).
• Familiarity with workforce management or contact-centre platforms (Genesys, NICE).
• Experience in customer retention or customer success roles within a BPO or SaaS environment.
  

• Competitive salary with performance-linked incentives and recognition programs.
• Structured training, upskilling opportunities, and clear career progression paths within customer support and operations.
• Collaborative on-site culture with regular team events and a focus on employee well-being.