
Senior Customer Support Agent – Voice
5 days ago
Location: Kerala, India
CTC Offered: ₹4,00,000 – ₹4,50,000 per annum
About the role:
We are looking for an experienced Customer Support Agent (Senior Level) to join our team, specializing in US-based B2C customer support processes. The ideal candidate will have strong expertise in handling voice calls (primary) and non-voice channels (secondary), with excellent communication skills and a neutral/US accent
Key Responsibilities:
- Handle inbound and outbound customer calls, providing prompt and professional assistance.
- Address queries, complaints, and requests via voice and non-voice channels (email/chat) with accuracy and empathy.
- Ensure customer satisfaction through effective problem-solving and resolution.
- Follow standard operating procedures (SOPs) and maintain high-quality service standards.
- Document customer interactions and update internal systems as per guidelines.
- Collaborate with the support team to meet SLAs, KPIs, and overall process goals.
Requirements
- Minimum 2 years of proven experience in US-based customer support (B2C process).
- Excellent verbal communication skills with a clear US accent (mandatory).
- Hands-on experience handling voice support; basic familiarity with non-voice support (email/chat) preferred.
- Strong customer service orientation with active listening and empathy.
- Ability to work in rotational shifts aligned with US time zones - 8 AM EST - 11 AM EST
- Strong problem-solving skills and attention to detail.
- Graduate in any discipline (preferred) except B.Tech, BCA
What we offer:
- Competitive salary: ₹4,00,000 – ₹4,50,000 per annum.
- Opportunity to work in a dynamic, growth-oriented environment.
- Exposure to international customer support standards.
- Professional development and career progression opportunities.
If you are passionate about delivering exceptional customer experiences and have prior expertise in US-based B2C support, we’d love to hear from you
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