Job Description

Job Title: Customer Service Representative

Location: Malad West, Mumbai

Shift: US Shift (Night Shift - 5:30 PM to 2:30 AM IST)

Job Summary

We are looking for a

customer-focused and enthusiastic Customer Service Representative

to join our team in a

blended support role

. This position involves handling international customer interactions through

voice (inbound/outbound calls), email, and chat

. The ideal candidate will have excellent communication skills, the ability to multitask effectively, and a strong passion for delivering outstanding service.

Key Responsibilities

Handle customer queries and service requests through

phone, email, and chat

, ensuring a smooth and professional experience at all times.

Communicate clearly and confidently

, demonstrating excellent telephone etiquette and strong written communication skills.

Resolve customer concerns quickly and effectively

by identifying the issue, providing accurate information, and offering practical solutions. Take

ownership of customer issues

and follow up until closure, ensuring every customer feels supported and valued. Manage multiple tasks and conversations efficiently, while maintaining

high attention to detail and meeting process deadlines/SLAs

.

Accurately document interactions

in CRM/ticketing tools, updating customer information and action steps taken.

Escalate unresolved or complex issues

to the appropriate team as per company procedures, while keeping the customer informed. Work collaboratively with peers and managers to

share feedback, improve processes, and enhance the overall customer journey

. Stay updated on product knowledge, process updates, and system tools through regular training and self-learning.

Qualifications

Minimum 2 years of international voice process experience is mandatory.

Strong

verbal and written English communication skills

with the ability to build rapport easily. Comfortable working in a

US-based night shift

(5:30 PM - 2:30 AM IST). Ability to handle both

voice and written communication channels

effectively. Strong

problem-solving, multitasking, and organizational skills

.

Preferred Skills

Prior experience in the

insurance industry

or international BPO environment is highly desirable. Familiarity with

CRM tools and ticketing systems

. Ability to work in a

fast-paced environment

while maintaining professionalism and accuracy.
Job Type: Full-time

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits:

Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Ability to commute/relocate:

Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

What's your current location?
Education:

Bachelor's (Preferred)
Experience:

International voice process: 1 year (Required) Customer service: 2 years (Preferred)
Shift availability:

Night Shift (Required) Overnight Shift (Required)
Work Location: In person