Industry & Sector: Cloud contact center and customer experience outsourcing serving B2B and B2C clients across multiple verticals. Operations combine live voice, chat, and email support with cloud telephony and ticketing platforms from on-site contact center locations in India.
Primary Title: Customer Service Representative
About The Opportunity
We are hiring entry-level Customer Service Representatives to join an on-site contact center team in India. This role is ideal for freshers who are customer-focused, eager to learn contact center technologies, and motivated to build a career in customer support and operations.
Role & Responsibilities
- Handle inbound customer inquiries across voice, email, and chat channels with professionalism and empathy.
- Log, track, and update customer interactions and tickets in the CRM/ticketing system to ensure accurate resolution history.
- Resolve routine issues using provided knowledge bases; escalate technical or complex cases to appropriate teams within SLA.
- Meet quality, productivity, and customer-satisfaction targets (call quality, AHT, first-contact resolution) set by the team leads.
- Participate in onboarding and continuous training programs to maintain product and process knowledge.
- Follow standard operating procedures for data privacy, call handling, and incident reporting to maintain compliance and quality standards.
Skills & Qualifications
Must-Have
- Excellent verbal and written English communication
- Comfortable working on-site in rotational shifts
- Basic computer literacy and typing skills
- Familiarity with CRM or helpdesk tools, or strong willingness to learn
- Customer-focused attitude and problem-solving orientation
- 12th pass / Graduate or equivalent
Preferred
- Hands-on exposure to Zendesk or Freshdesk
- Multilingual ability (Hindi, regional Indian languages, or other languages)
- Prior internship or experience in call center / customer-facing roles
Benefits & Culture Highlights
- Structured on-site training program with certification pathways for career progression.
- Performance-linked incentives, attendance benefits, and employee recognition programs.
- Supportive team culture with clear growth tracks into senior support, quality, or operations roles.
If you're a fresher looking to start a customer support career with on-site, hands-on training and clear advancement potential, apply to join a high-energy contact center team focused on delivering excellent customer experiences.
Skills: zendesk,customer service,ivr,freshdesk,customer
