Job Description

Key Responsibilities

. Manage and resolve escalated customer issues in a timely and professional manner.

. Collaborate with other support team members to gather information and insights to

address customer concerns.

. Act as a point of contact for complex customer queries and provide solutions that meet

their needs.

. Utilize communication channels, such as email, phone, and chat, to interact with

customers and resolve their concerns.

. Identify trends in escalated issues and collaborate with the team to implement

proactive solutions.

. Maintain accurate records of customer interactions and escalations in the CRM system.

. Provide feedback to the product and service teams based on customer insights to

contribute to continuous improvement.

. Ensure customer satisfaction and retention by building positive relationships through

effective communication and problem resolution.

. Collaborate with the North America team to understand and offload designated tasks to

the India operations.

. Ensure timely and accurate execution of tasks, maintaining the high standards set by

the North America team.

. Provide regular updates and reports on the progress of offloaded activities

Requirement

. Proven experience in customer support or a related role

. Role involves handling incoming /outbound calls and emails as per the requirement.

It may also require managing chat communications

. Candidates should be comfortable working in a blended environment

. Flexibility to work in night shifts with rotational day offs is required; this position is

office-based only

. Excellent communication skills, both written and verbal

. Strong problem-solving abilities and a proactive approach to addressing customer

concerns

. Ability to work collaboratively in a team environment

. Familiarity with CRM systems and support tools

. Empathy and patience in dealing with customer issues

. Strong organizational skills with attention to detail

. Ability to adapt to a fast-paced and dynamic work environment

. Strong organizational and multitasking abilities to manage and prioritize tasks

effectively

. Detail-oriented with a focus on maintaining high-quality standards

. You should be able to manage your travel independently, as we do not provide

transportation facilities

. Proven experience in customer support or a related role

. Role involves handling incoming /outbound calls and emails as per the requirement.

It may also require managing chat communications

. Candidates should be comfortable working in a blended environment

. Flexibility to work in night shifts with rotational day offs is required; this position is

office-based only

. Excellent communication skills, both written and verbal

. Strong problem-solving abilities and a proactive approach to addressing customer

concerns

. Ability to work collaboratively in a team environment

. Familiarity with CRM systems and support tools

. Empathy and patience in dealing with customer issues

. Strong organizational skills with attention to detail

. Ability to adapt to a fast-paced and dynamic work environment

. Strong organizational and multitasking abilities to manage and prioritize tasks

effectively

. Detail-oriented with a focus on maintaining high-quality standards

. You should be able to manage your travel independently, as we do not provide

transportation facilities

Shift:- US Shift

North American Clients

Only Night Shift (After 5:30pm)

Job Type: Full-time

Pay: ?40,000.00 - ?45,000.00 per month

Experience:

International voice process: 2 years (Required) CRM software: 2 years (Required) Email Process: 2 years (Required)
Work Location: In person