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International Customer Support- Voice and Chat

3 months ago

Chennai Tamil Nadu, India Zyberspace India Pvt Ltd. Full time

We are seeking a skilled and customer-focused International Customer Support Specialist to join our team. This role involves managing customer interactions through both voice and chat channels, providing top-notch support, resolving inquiries, and ensuring a positive experience for our global customers.

**Key Responsibilities**:

- **Customer Interaction**: Provide prompt and effective support to international customers via voice and chat channels, addressing their inquiries, issues, and requests with professionalism and empathy.
- **Issue Resolution**: Accurately diagnose and resolve customer issues, including order queries, product information, account management, and technical support. Escalate complex issues to appropriate departments as needed.
- **Multi-Channel Support**: Manage customer interactions efficiently across multiple platforms, ensuring consistent and high-quality service in both voice and chat environments.
- **Documentation**: Maintain detailed records of customer interactions, issues, and resolutions in the CRM system. Ensure accurate and up-to-date information is recorded.
- **Customer Experience**: Strive to exceed customer expectations by delivering personalized support and demonstrating a deep understanding of our products, services, and policies.
- **Feedback Collection**: Gather and report customer feedback to help identify trends, improve service quality, and contribute to the development of better support processes.
- **Team Collaboration**: Work closely with other team members and departments to ensure a seamless customer experience and address any recurring issues or service gaps.
- **Compliance**: Adhere to company policies, procedures, and data protection regulations to ensure secure and compliant handling of customer information.

**Qualifications**:

- **Experience**: Proven experience in a customer support role, ideally with a focus on international customers. Experience in handling both voice and chat interactions is highly desirable.
- **Communication Skills**: Excellent verbal and written communication skills in English. Clear and articulate voice and effective typing skills for chat support.
- **Problem-Solving**: Strong problem-solving skills with the ability to resolve issues efficiently and effectively while maintaining a positive customer experience.
- **Technical Proficiency**: Familiarity with CRM systems and support tools. Basic technical knowledge to troubleshoot common issues is a plus.
- **Customer-Centric Attitude**: Demonstrated commitment to providing outstanding customer service and a passion for enhancing the customer experience.
- **Flexibility**: Ability to work in shifts, including evenings, weekends, and holidays, to accommodate different time zones and customer needs.
- **Adaptability**: Comfortable working in a fast-paced environment with changing priorities and the ability to manage multiple tasks simultaneously.

**Education**:

- **Degree**: A bachelor’s degree in a related field is a plus.

**Experience
- 0 to 2years.**

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

Pay: From ₹15,000.00 per month

Schedule:

- Fixed shift
- Night shift

Supplemental Pay:

- Overtime pay
- Performance bonus
- Yearly bonus

**Experience**:

- total work: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person

Application Deadline: 20/09/2024