- Handle customer queries and concerns through voice, email, or chat.
- Provide accurate information regarding products, services, orders, billing, and accounts.
- Resolve customer issues professionally within the defined TAT/SLA.
- Maintain high standards of customer satisfaction and service quality.
- Handle complaints, escalations, refunds, cancellations, and service requests.
- Identify customer needs and provide appropriate solutions and assistance.
- Maintain accurate customer information and interaction details in CRM systems.
- Follow company processes, policies, quality, and compliance guidelines.
- Meet individual and team KPI, CSAT, AHT, FCR, and quality targets.
- Coordinate with internal teams to ensure timely resolution of complex issues.
- Maintain professional communication and demonstrate active listening and empathy.
Preferred candidate profile
- Any Graduate with good English communication skills.
- Minimum 1 year of experience in Customer Support / International Voice Process.
- Excellent verbal communication and active listening skills.
- Comfortable handling international customers and inbound calls.
- Solid problem-solving and customer-handling abilities.
- Good knowledge of CRM tools and basic computer operations.
- Ability to work under pressure and meet KPIs / SLAs.
- Flexible to work in rotational shifts, including night shifts.
- Candidates with BPO, Call Centre, Customer Service, or Voice Process experience preferred.
- Immediate joiners or candidates with a short notice period preferred.