Csr (Customer Service Representative)

7 months ago

Mohali, India FiveScribe Full time

International Customer Care Executive

**Job Description**:
As an International Customer Care Executive, your primary responsibility will be to provide exceptional customer service and support to customers located in different countries. You will serve as the main point of contact for international customers, addressing their inquiries, resolving issues, and ensuring a positive overall customer experience. Your role will involve effective communication, cultural sensitivity, and the ability to adapt to diverse customer needs.

**Responsibilities**:
Language Skills: Communicate effectively with customers in their native language or in English, ensuring clear understanding and accurate interpretation of their inquiries and concerns.

Issue Resolution: Investigate and resolve customer issues by gathering relevant information, analyzing the problem, and providing appropriate solutions or alternatives to ensure customer satisfaction.

Cultural Sensitivity: Demonstrate cultural sensitivity and adaptability to understand and respect diverse customer backgrounds, customs, and communication styles.

Product Knowledge: Develop a comprehensive understanding of the company's products or services to effectively address customer inquiries, provide accurate information, and recommend suitable solutions.

Order Processing: Assist international customers with order placement, tracking, cancellations, or modifications, ensuring accurate and efficient processing while considering international shipping regulations and requirements.

Customer Feedback: Collect and document customer feedback, suggestions, and complaints to identify trends and areas for improvement. Share feedback with the relevant departments to enhance the overall customer experience.

Escalation Handling: Handle customer complaints or complex issues, escalating them to the appropriate department or supervisor when necessary, while ensuring proper follow-up and resolution.

Documentation: Maintain accurate and detailed records of international customer interactions, transactions, comments, and complaints in the customer support system or CRM software.

Customer Relationship Management: Build and maintain strong relationships with international customers, fostering loyalty and trust through effective communication and personalized support.

Cross-Cultural Collaboration: Collaborate with cross-functional teams, including international sales, marketing, and logistics departments, to ensure a seamless customer experience and address international customer needs effectively.

Customer Satisfaction: Strive to achieve high levels of international customer satisfaction by providing prompt, courteous, and professional service at all times.

Time Zone Flexibility: Willingness to work in shifts to accommodate different time zones and provide support to international customers across different regions.

Compliance: Stay updated with international laws, regulations, and customer data privacy requirements to ensure compliance while handling international customer data.

**Requirements**:
Education: High school diploma or equivalent. Additional certification or training in customer service or international business is a plus.

Experience: Prior experience in international customer service or a related field is preferred but not mandatory. Freshers with excellent communication skills and a customer-centric approach will also be considered.

Language Skills: Strong verbal and written communication skills in English and proficiency in at least one other language relevant to the target international market.

Cultural Awareness: Demonstrated cultural sensitivity and the ability to adapt communication styles to various cultural backgrounds.

Empathy and Patience: Ability to empathize with international customers, understand their concerns, and patiently address their issues while considering cultural nuances.

Problem-Solving Skills: Strong analytical and problem-solving skills to effectively identify, assess, and resolve international customer issues.

Multitasking: Ability to handle multiple international customer interactions simultaneously while maintaining attention to detail and accuracy.

Adaptability: Flexibility to work in a fast-paced and changing environment, adapting to new processes, policies, and technologies.

Professionalism: Professional attitude, strong work ethic, and a commitment to providing excellent customer service across diverse international markets.

Availability: Willingness to work in shifts, including evenings, weekends, and holidays to accommodate international customer support requirements.

**Job Types**: Full-time, Permanent

**Salary**: ₹20,000.83 - ₹31,977.98 per month

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Evening shift
- Night shift
- UK shift
- US shift

Supplemental pay types:

- Commission pay
- Performance bonus
- Shift allowance
- Yearly bonus

**Education**:

- Higher Secondary(12th Pass) (

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