Customer Support Agent

Chennai, Tamil Nadu

:

Customer Care Representative (US Voice, Email & Chat)

Job Title: Customer Care Representative US Process

Location: Chennai

Process: Customer Care & Voice, Email & Chat

Shift: US/Night Shift

Work Mode: Work from Office

Job Summary

We are looking for customer-focused professionals to provide excellent customer service to US customers across Voice, Email, and Live Chat channels. The ideal candidate should have strong spoken and written English, good problem-solving skills, and the ability to resolve customer concerns professionally and efficiently.

Key Responsibilities

- Handle customer queries through inbound/outbound Voice calls, Email, and Live Chat.
- Understand customer concerns through active listening and appropriate probing.
- Provide accurate information and effective resolutions as per defined processes.
- Write clear, professional, and grammatically correct email responses.
- Handle live chat conversations professionally while maintaining response quality and accuracy.
- Troubleshoot customer issues and escalate unresolved cases when required.
- Maintain accurate customer interaction notes and case documentation.
- Meet defined performance standards for Quality, CSAT, FCR, AHT, productivity, and adherence.




- Follow customer data privacy, security, and compliance requirements.
- Participate in training, coaching, and continuous improvement activities.

Required Skills

- Excellent verbal and written English communication.
- Strong Voice communication and customer-handling skills.
- Good email writing, grammar, and email etiquette.
- Valuable chat etiquette and written communication skills.
- Strong active listening, probing, and problem-solving abilities.
- Good computer navigation and typing skills.
- Ability to handle difficult customers calmly and professionally.
- Comfortable working across Voice, Email, and Chat based on business requirements.
- Flexible to work in US/night shifts and rotational weekly offs.

Qualification & Experience

- Graduate in any discipline preferred.
- Freshers with excellent communication skills can be considered.
- Previous experience in US Voice, Email, Chat, International BPO, or Customer Service will be an added advantage.
- Preferred Candidate Profile
- A customer-focused, confident communicator who can take ownership of customer concerns, provide accurate resolutions, follow processes consistently, and deliver a professional customer experience.

📌 Customer Support Associate (Chennai)
🏢 Brightstar Telecommunications India
📍 Chennai