Job Title: Sr. Customer Support Representative.
Location: Malad West, Mumbai
Shift: US Shift (Night Shift – 5:30 PM to 2:30 AM IST)
Job Summary
We are seeking a friendly, dedicated Customer Support Executive to join our team in a blended support capacity. In this role, you will engage with international customers through phone (inbound and outbound calls), email, and live chat. The ideal candidate will demonstrate exceptional communication abilities, strong multitasking skills, and a genuine commitment to providing an excellent customer experience.
Key Responsibilities
- Handle customer queries and service requests through phone, email, and chat, ensuring a smooth and professional experience at all times.
- Communicate clearly and confidently, demonstrating excellent telephone etiquette and strong written communication skills.
- Resolve customer concerns quickly and effectively by identifying the issue, providing accurate information, and offering practical solutions.
- Take ownership of customer issues and follow up until closure, ensuring every customer feels supported and valued.
- Manage multiple tasks and conversations efficiently, while maintaining high attention to detail and meeting process deadlines/SLAs.
- Accurately document interactions in CRM/ticketing tools, updating customer information and action steps taken.
- Escalate unresolved or complex issues to the appropriate team as per company procedures, while keeping the customer informed.
- Work collaboratively with peers and managers to share feedback, improve processes, and enhance the overall customer journey.
- Stay updated on product knowledge, process updates, and system tools through regular training and self-learning.
Qualifications
- Minimum 2 years of international voice process experience is mandatory.
- Strong verbal and written English communication skills with the ability to build rapport easily.
- Comfortable working in a US-based night shift (5:30 PM – 2:30 AM IST).
- Ability to handle both voice and written communication channels effectively.
- Strong problem-solving, multitasking, and organizational skills.
Preferred Skills
- Prior experience in the insurance industry or international BPO environment is highly desirable.
- Familiarity with CRM tools and ticketing systems.
- Ability to work in a fast-paced environment while maintaining professionalism and accuracy.
Job Type: Full-time
Pay: ₹400,000.00 - ₹500,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What's your current location?
- What's your notice period?
- Are you comfortable with Night Shift?
Education:
Experience:
- International voice process: 2 years (Required)
- Customer service: 2 years (Preferred)
Shift availability:
- Night Shift (Required)
- Overnight Shift (Required)
Work Location: In person
