Role & responsibilities

- Handle inbound and outbound customer calls from international customers in a professional and courteous manner.

- Understand customer queries, identify their concerns, and provide accurate and timely resolutions.

- Maintain a high level of customer satisfaction through effective communication and active listening.

- Resolve customer complaints, service requests, billing queries, and account-related issues.

- Follow international customer service standards, company policies, and established call-handling procedures.

- Provide explicit information about products, services, policies, and processes.

- Document customer interactions, complaints, and resolutions accurately in CRM/ticketing systems.

- Escalate complex or unresolved issues to the appropriate department or supervisor.

- Meet key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), quality scores, and attendance.

- Ensure proper verification and protection of customer information while handling calls.

- Communicate effectively with customers from different countries and cultural backgrounds.

- Perform follow-up calls when required to ensure customer issues are completely resolved.

- Maintain professionalism, patience, empathy, and a positive attitude during difficult customer interactions.





- Work effectively in rotational, night, weekend, or international time-zone shifts as required.

- Stay updated on company policies, product changes, promotions, and service procedures.

- Collaborate with internal teams to resolve customer issues and improve the overall customer experience.

Preferred candidate profile

- Excellent verbal communication skills in English with a clear and neutral accent.

- Strong listening, interpersonal, and customer-handling skills.

- Ability to communicate confidently with international customers from diverse cultural backgrounds.

- Good problem-solving and decision-making abilities.

- Customer-focused attitude with patience, empathy, and a positive approach.

- Ability to handle customer complaints and challenging situations professionally.

- Comfortable working with CRM systems, email, and basic computer applications.

- Willingness to work in rotational, night, weekend, and international shifts.

- Ability to meet customer service targets and performance metrics.

- Previous experience in international voice process, BPO, call center, or customer service is preferred.

- Freshers with strong communication skills may also be considered.

- Graduate or undergrade can apply

contact - NAINA - (phone hidden)

📌 Customer Care Executive (Gurugram)
🏢 Expert Staffing Solutions New Delhi
📍 Gurugram