Customer Support Representative

Job Location-Noida (Hybrid-3 days work from office)

Job Role- Customer Support Representative

Experience Required- 1 to 5 Years

About Times Internet

At Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India's largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.

Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig, and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.

As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.

We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level

About the Business Unit

Abound (ExTimes Club) is a fintech app and cross-border neobank for the Indian and South Asian diaspora. Users get personalized and exclusive rewards on purchases on their credit or debit cards as well on Abound's. The app has quietly been live in the US market for a year and has been incubated at Times Internet. Times Club focuses on the traditionally underserved South Asian diaspora. The service provides personalized rewards on relevant and best-of-breed diaspora businesses such as Indian grocery stores, OTT streaming apps and money remittance services among others. Users of its neobank will get additional benefits from the Times ecosystem (e.g. free Cricket and Bollywood streaming subscriptions) as well as seamless 1-click money remittances between the US and India.

Abound is unique in that we can't think of any other media conglomerate globally that has made such an ambitious attempt using fintech to combine media, advertising and commerce business models. On success, this will have a transformative impact on how media companies serve their audiences and compete with tech companies. Abound currently leads the competitor universe with 5x more users when it comes to user adoption.

About the Role

We are looking for highly skilled Customer Support Representatives with 1–3 years of international voice experience (US/UK market). The role involves handling customer interactions professionally, resolving issues efficiently, and maintaining high-quality communication standards.

Customer Support Representatives need to ensure grammatical accuracy and excellent articulation while delivering world-class support to our customers.

Work Responsibilities:

1. Handling inbound and outbound voice support for US/UK customers.

2. Responding to customer queries via calls, emails, and chats professionally.

3. Accurately documenting customer interactions in Zendesk or similar CRMs.

4. Analyzing customer issues and providing effective solutions.

5. Meeting or exceeding team KPIs such as CSAT, response time, and first contact resolution.

6. Maintaining strong written and verbal communication standards.

7. Collaborating with internal teams to escalate and resolve complex cases.

8. Proactively identifying opportunities for process improvements.

9. Ensuring strict adherence to SLA and quality guidelines.

10. Participating in training sessions to continuously enhance skills.

Skills, Experience & Expertise

1. Bachelor's degree in any discipline (mandatory).

2. 1–3 years of experience in an international voice process (US/UK mandatory).

3. Hands-on experience with Zendesk (preferred) or similar CRM tools.

4. Exceptional verbal and written English communication skills.

5. Strong grammatical skills and attention to detail.

6. Customer-centric mindset with problem-solving abilities.

7. Ability to multitask, prioritize, and manage workload effectively.

8. Positive attitude with a willingness to learn and adapt.

9. Ability to work in a dynamic, fast-paced environment.

Eligibility:

1. Bachelor's degree (mandatory).

2. 1–3 years of relevant international voice support experience.

3. Candidates must be based in Delhi/NCR.

4. Immediate joiners preferred.