International Customer Service Representative (BPO)

About The Opportunity

Role & Responsibilities

• Handle inbound and outbound customer inquiries via phone, email, and chat for international markets, ensuring timely and accurate resolutions.
• Resolve product/service issues, troubleshoot technical problems, and process orders, refunds, and escalations in adherence to SLAs.
• Maintain accurate customer records and case notes in the CRM system, ensuring data integrity and compliance.
• Collaborate with cross-functional teams—including Technical Support, Sales, and Quality Assurance—to address complex customer concerns.
• Identify process improvement opportunities and provide actionable feedback to management to enhance customer experience.
• Meet and exceed individual and team performance metrics, such as average handling time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT).
  

Skills & Qualifications

Must-Have

• Bachelor’s degree or equivalent qualification.
• 1–2 years of experience in an international BPO or call center environment.
• Excellent English communication skills (spoken and written) with a neutral accent.
• Proficiency in Microsoft Office suite and CRM tools (e.g., Salesforce, Zendesk).
• Strong problem-solving abilities and capacity to multitask in a fast-paced setting.
  

Preferred

• Additional language skills (Spanish, French, or German) for multilingual support.
• Experience working with ticketing systems and key support metrics (AHT, FCR, CSAT).
• Knowledge of escalation management and quality assurance processes.
  

Benefits & Culture Highlights

• Vibrant on-site work environment fostering collaboration, continuous learning, and career advancement.
• Comprehensive training programs, performance-based incentives, and recognition initiatives.
• Health insurance coverage, paid time off, and engaging employee wellness programs.