US and UK International Customer Service

Key Responsibilities:

• Handle inbound/outbound customer interactions through voice, email, and/or chat.
• Assist with order status, product or service inquiries, account issues, billing, complaints, and returns.
• Deliver prompt and accurate solutions while maintaining high standards of customer satisfaction.
• Ensure clear documentation of customer interactions and resolutions in CRM systems (e.g., Zendesk, Salesforce).
• Follow company guidelines and compliance standards specific to US/UK markets (e.g., GDPR, data protection, etc.).
• Escalate complex or unresolved queries to higher support levels or internal teams as needed.
• Achieve performance KPIs such as AHT (Average Handling Time), FCR (First Contact Resolution), and CSAT (Customer Satisfaction Score).
• Provide feedback on recurring customer issues and assist in improving support processes.

Eligibility Criteria:

• Education: Minimum HSC (12th Pass); Graduation preferred
• Experience: 13 years in international customer service (supporting US and/or UK markets)
• Communication: Excellent written and spoken English with a neutral or slight UK/US accent
• Technical Skills: Familiarity with CRM tools (Zendesk, Salesforce, Freshdesk, etc.) and ticketing systems
• Typing Speed: Minimum 3035 WPM with accuracy