Work Location India - Work-from-HomeReports to India Customer Service LeadDepartment Global Call Center - India Customer Service Position Summary As the first point of contact for customers you will handle pre-sales and after-sales inquiries from users of the world s leading medical devices through multiple channels-phone WhatsApp email and outbound callbacks You will log requests create and dispatch tickets and partner with internal field engineers to close the service loop Every task is governed by quantified KPIs that must be achieved 100 within SLA Proactively identify and escalate customer dissatisfaction so every voice is resolved quickly Key Responsibilities KPIs Responsibilities Key Performance Indicators KPIs - Answer India hotline calls - Real-time WhatsApp chat support - Email response First-response and resolution within SLA - Outbound follow-up calls - Log requests create dispatch tickets 100 information completeness 100 dispatch accuracy - Detect escalate complaints Escalation within 30 minutes - Coordinate with internal engineers Tickets updated and communicated on time Required Qualifications - Bachelor s degree - 1 year customer service or call-center experience medical-device or service industry preferred - Fluent in English Hindi both written and spoken - Proficient in CRM and MS Office - Solid self-learner Shift Compensation - 5-day work week rotating shifts - Mon-Fri Tue-Sat Wed-Sun - Shifts 8 am-5 pm 9 pm-6 am 11 am-8 pm IST - Double pay for India national holidays worked - Weekly KPI bonus - Paid annual leave 1 day after 1 year of service capped at 5 days Critical Behaviors 1 Customer First - think from the customer s viewpoint and step up proactively 2 Sense of Urgency - respect KPIs SLAs finish today s work today 3 Upgrade Culture - never hide or delay escalate any potential complaint immediately 4 Data-Driven - use data to check gaps daily and build improvement plans 5 One Team - collaborate with engineers and sales to delight the customer the first time - How to Apply Send your English resume Subject line CSR-India-Name-Available Date ref updazz com

📌 Customer Service Role (1-3 Yrs) Any Location (after-sales/customer Service)
🏢 Transact Global BPO u0026 Call Center
📍 India