About The Opportunity
A fast-growing player in the BPO / Contact Center sector, delivering international voice and digital customer support to global clients across e-commerce, SaaS, fintech and travel verticals. We operate 24/7, serving customers across time zones with SLA-driven, empathy-led service and measurable quality standards.
We are hiring on-site International Customer Service Representatives for the night shift in India to handle inbound international inquiries, resolve issues end-to-end, and drive high CSAT and first-call resolution for global customers.
Role & Responsibilities
- Handle inbound international customer interactions (voice and chat) during night shift hours, ensuring courteous, accurate and timely responses.
- Diagnose customer issues, provide clear guidance, and complete resolutions or appropriate escalations within SLA.
- Log and update tickets in the CRM accurately; follow workflows for refunds, replacements, and service requests.
- Meet or exceed KPIs including First Call Resolution, Average Handling Time, CSAT and adherence.
- Collaborate with cross-functional teams (technical, billing, operations) to resolve complex cases and follow up until closure.
- Participate in quality reviews, training sessions and continuous improvement initiatives to enhance customer experience.
Skills & Qualifications
Must-Have
- International call handling
- Inbound customer support
- Zendesk
- Salesforce Service Cloud
- IVR systems
- Live chat support
Preferred
- Multilingual support (e.g., Spanish, French or other widely used languages)
- Experience with QA frameworks and call calibration
- Prior night shift or 24/7 operations experience
Qualifications
- Fluent English with strong spoken and written proficiency suitable for international customers.
- Comfortable working on-site in India during night shift hours; flexibility for rotational shifts when needed.
- Proven experience in an international contact center or BPO environment is highly desirable.
Benefits & Culture Highlights
- Structured onboarding and continuous skill development with clear career progression paths.
- Performance-linked incentives, night-shift allowances and on-site support facilities.
- High-energy team culture focused on quality, empathy and measurable customer outcomes.
Apply if you thrive in high-volume international support environments, bring strong troubleshooting skills, and can deliver consistent service quality during night-shift hours.
Skills: zendesk,sales,customer,customer service,bpo
