1.0 - 5.0 years

0 Lacs

delhi

On-site

As an International Customer Service Representative (Night Shift) in our fast-paced global Business Process Outsourcing (BPO) industry, you will be responsible for providing multilingual voice and digital support services to Fortune 500 technology, e-commerce, and fintech clients. Operating from our India-based contact centre, you will deliver round-the-clock customer experience solutions tailored to North American and European time zones. Your main responsibilities will include handling inbound and outbound voice calls, emails, and live chats from US/UK customers to achieve first-contact resolution. You will troubleshoot product or service queries, accurately log cases in CRM systems, and escalate complex issues following Standard Operating Procedures. Meeting or exceeding daily KPIs for average handling time, customer satisfaction (CSAT), and service level adherence will be crucial. Additionally, documenting interactions with clear and concise notes will ensure seamless follow-up across shifts. Collaboration with team leads to identify recurring issues and recommend process or knowledge-base improvements will be essential. Upholding data privacy, security, and compliance standards (GDPR/PCI) during every customer interaction is a key aspect of the role. To succeed in this position, you must have a graduate degree or equivalent with at least 1 year of experience in international voice support. Excellent verbal and written English skills with a neutral/US accent are required. Proficiency in customer service CRMs such as Salesforce, Zendesk, or similar platforms is a must. You should be available to work permanent night shifts, weekends, and Indian public holidays. A typing speed of 35+ WPM with high accuracy is also necessary. Preferred qualifications include experience in supporting SaaS or e-commerce products, knowledge of de-escalation and upselling techniques, as well as familiarity with ITIL ticketing workflows and remote troubleshooting tools. In return, we offer a fixed night-shift allowance, performance bonuses, and health insurance from day one. Door-to-door secure cab transport with GPS tracking is provided. You will be part of an engaging and inclusive workplace with paid learning modules and rapid career advancement opportunities to Quality Analyst or Team Lead within 18 months. Join us at our on-site contact centre in India (city allocation based on project) to deliver world-class customer experiences and accelerate your global support career.,

Posted 1 day ago

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