About The Opportunity
A leading Business Process Outsourcing (BPO) services provider, we deliver voice, email, and chat-based customer support solutions for global clients. Our international teams engage diverse audiences across multiple time zones, leveraging advanced CRM platforms and robust training programs to exceed SLAs and drive exceptional customer satisfaction.
Role & Responsibilities
- Handle inbound and outbound customer inquiries via phone, email, and chat for international markets, ensuring timely and accurate resolutions.
- Resolve product/service issues, troubleshoot technical problems, and process orders, refunds, and escalations in adherence to SLAs.
- Maintain accurate customer records and case notes in the CRM system, ensuring data integrity and compliance.
- Collaborate with cross-functional teamsincluding Technical Support, Sales, and Quality Assuranceto address complex customer concerns.
- Identify process improvement opportunities and provide actionable feedback to management to enhance customer experience.
- Meet and exceed individual and team performance metrics, such as average handling time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT).
Skills & Qualifications
Must-Have
- Bachelor's degree or equivalent qualification.
- 12 years of experience in an international BPO or call center environment.
- Excellent English communication skills (spoken and written) with a neutral accent.
- Proficiency in Microsoft Office suite and CRM tools (e.g., Salesforce, Zendesk).
- Strong problem-solving abilities and capacity to multitask in a fast-paced setting.
Preferred
- Additional language skills (Spanish, French, or German) for multilingual support.
- Experience working with ticketing systems and key support metrics (AHT, FCR, CSAT).
- Knowledge of escalation management and quality assurance processes.
Benefits & Culture Highlights
- Vibrant on-site work environment fostering collaboration, continuous learning, and career advancement.
- Comprehensive training programs, performance-based incentives, and recognition initiatives.
- Health insurance coverage, paid time off, and engaging employee wellness programs.
Skills: metrics,customer support,microsoft office,problem-solving,crm tools,escalation management,multitasking,communication,quality assurance processes,bpo,technical troubleshooting,customer satisfaction,customer
