Sr. Customer Service Associate

2 weeks ago

Navi Mumbai, India Whitefield Careers Full time

About the Role

As a Senior Customer Support Associate, you will serve as the first point of contact for our global customers, managing both voice and non-voice interactions. This role requires a balance of technical troubleshooting, effective communication, and customer engagement to ensure a seamless experience across all touchpoints. You will handle escalations, resolve complex queries, and maintain customer satisfaction through professional, empathetic, and solution-oriented support.


Required Candidate Profile

Experience: Minimum 2 years in Technical Support or Customer Service (Voice & Chat) or Voice Process only within an international BPO setup.

Communication: Exceptional spoken and written English with clarity and professionalism. Flexibility: Willingness to work in rotational shifts and rotational week offs.

Work Mode: Work From Office (WFO).

Transport: No pick-up/drop facility; candidates must manage their own commute. Joining: Immediate joiners preferred.


Key Responsibilities

• Analyse and review customer issues to determine first-contact resolution.

• Act as the primary point of contact for all customer queries (voice, chat, and email). • Respond promptly to technical and non-technical inquiries with accuracy.

• Maintain communication with customers until resolution is achieved.


Skills & Competencies

• Excellent verbal and written communication skills with a neutral accent (suitable for US customers).

• Strong product knowledge with quick learning ability.

• Analytical mindset with problem-solving and troubleshooting expertise.

• Detail-oriented with the ability to deliver accurate resolutions.

• Customer-first attitude with passion for service excellence.

• Ability to adapt to dynamic business requirements.

• Strong time management and multitasking capabilities.

Interview Structure:

• HR Round

• Chat Round

• Operations Round

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