We are looking for experienced and customer-focused professionals to join our international customer support team. The ideal candidate will have strong expertise in non-voice processes such as chat and email support, with the ability to handle global customers efficiently, professionally, and with high accuracy.
Responsibilities
- Provide real-time support to international customers through chat and email channels.
- Handle customer queries, complaints, and requests with accuracy and efficiency.
- Troubleshoot basic technical or product-related issues based on defined processes.
- Maintain high standards of service quality, response time, and customer satisfaction.
- Document customer interactions and update relevant systems/CRM tools promptly.
- Escalate complex cases to the appropriate teams as per SOP.
- Ensure adherence to SLAs, quality parameters, and compliance guidelines.
- Collaborate with cross-functional teams to resolve customer concerns.
- Contribute to process improvement initiatives and knowledge base updates.
Requirements
- 3-5 years of experience in international customer support, preferably in non-voice (chat and email) processes.
- Excellent written communication skills with strong grammar and clarity.
- Excellent comprehension and articulation skills (essential).
- Ability to handle multiple chats simultaneously while maintaining quality.
- Strong problem-solving attitude and customer-centric mindset.
- Familiarity with CRM tools, ticketing systems, and chat platforms.
- Ability to work in rotational shifts (including day, night, and morning shifts).
- Good typing speed and accuracy.
- Strong attention to detail and ability to follow SOPs.
Preferred Qualifications (Good To Have)
- Experience in travel industries.
- Knowledge of basic technical troubleshooting.
- Exposure to handling global customers (US, UK, AUS, etc. ).
This job was posted by Gauri Chaturvedi from MoreTasks.
