Senior Customer Support Agent – Voice

4 weeks ago

Kochi, India LSG - Legal Solutions Group Full time

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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