About The Opportunity
A fast-growing player in the Customer Experience and Global Business Process Outsourcing (BPO) sector, delivering multilingual customer support and technical assistance to international clients across e-commerce, SaaS, travel and fintech verticals. We operate high-performing on-site contact centres in India focused on best-in-class SLAs, measurable CX improvements and quick time-to-resolution.
Role & Responsibilities
- Handle inbound international customer enquiries via phone, email and live chatdiagnose issues, provide accurate solutions, and close tickets within SLA.
- Create and update customer records and incident tickets in CRM systems; ensure clear, timely documentation and follow-up.
- Escalate complex technical or billing issues to specialized teams and own the handover until resolution.
- Meet and exceed performance KPIsfirst contact resolution, average handle time, CSATand contribute to continuous improvement initiatives.
- Provide proactive feedback to product and operations teams on recurring customer pain points and common process gaps.
- Participate in training, quality audits, and shift rosters to maintain consistent, high-quality on-site support coverage.
Skills & Qualifications
Must-Have
- Zendesk
- Salesforce Service Cloud
- Freshdesk
- Live Chat Support
- Inbound Call Handling
- Email Ticketing
Preferred
- Escalation Management
- International Customer Support
- Experience with workforce management or QA platforms
Additional Qualifications
- Fluent English (written and spoken) comfortable handling international accents and clients.
- Prior experience in an on-site international contact centre or BPO environment preferred.
- Willingness to work in rotational shifts including nights/rotational hours as required for international coverage.
Benefits & Culture Highlights
- Structured on-site training, clear career progression paths and regular performance incentives.
- Collaborative, metrics-driven culture with focus on employee development and recognition.
- Comprehensive health benefits and an active employee engagement program.
This role is onsite in India and ideal for candidates who thrive in high-volume, international support environments and are motivated by measurable impact on customer satisfaction and operational excellence.
Skills: customer,bpo,freshdesk,escalation management,zendesk
