International Customer Service (Night shift)

About The Opportunity

• Handle inbound international customer interactions (voice, email, chat) during night shifts, resolving queries within SLA and logging accurate tickets.
• Troubleshoot product, billing, and order issues; escalate complex cases to appropriate teams and follow up to closure.
• Use CRM and ticketing platforms to document interactions, update case notes, and maintain data accuracy for reporting.
• Meet individual KPIs (AHT, FCR, CSAT) and contribute to team performance goals through consistent adherence to processes.
• Participate in continuous improvement activities: share customer insights, suggest process optimizations, and adopt new playbooks promptly.
• Support cross-functional collaboration with quality, training and operations to address recurring issues and improve first-contact resolution.
  

Skills & Qualifications

Must-Have

• Inbound Voice Support
• Salesforce Service Cloud
• Zendesk
• Live Chat Support
  

Preferred

• Omnichannel Support
• Freshdesk
  

Additional Qualifications

• Fluent English (spoken and written) required for international customer communication.
• 1+ years experience in international customer service / BPO or related support environment preferred.
• Available to work night shifts (on-site) in India; flexibility for rostered weekends or public holidays as required.
• Strong problem-solving orientation, customer-focus, and ability to work under SLA-driven targets.
  

• Night shift allowance and on-site support infrastructure.
• Structured training, upskilling pathways and regular performance reviews for career progression.
• Health benefits and a collaborative, metrics-driven culture focused on continuous improvement.