[Only 24h Left] Customer Service Representative

3 days ago

Delhi India MINDTEL GLOBAL Full time

Job Description About The Opportunity A fast-growing player in the Customer Experience and Global Business Process Outsourcing (BPO) sector, delivering multilingual customer support and technical assistance to international clients across e-commerce, SaaS, travel and fintech verticals. We operate high-performing on-site contact centres in India focused on best-in-class SLAs, measurable CX improvements and quick time-to-resolution. Role & Responsibilities - Handle inbound international customer enquiries via phone, email and live chatdiagnose issues, provide accurate solutions, and close tickets within SLA. - Create and update customer records and incident tickets in CRM systems; ensure clear, timely documentation and follow-up. - Escalate complex technical or billing issues to specialized teams and own the handover until resolution. - Meet and exceed performance KPIsfirst contact resolution, average handle time, CSATand contribute to continuous improvement initiatives. - Provide proactive feedback to product and operations teams on recurring customer pain points and common process gaps. - Participate in training, quality audits, and shift rosters to maintain consistent, high-quality on-site support coverage. Skills & Qualifications Must-Have - Zendesk - Salesforce Service Cloud - Freshdesk - Live Chat Support - Inbound Call Handling - Email Ticketing Preferred - Escalation Management - International Customer Support - Experience with workforce management or QA platforms Additional Qualifications - Fluent English (written and spoken) comfortable handling international accents and clients. - Prior experience in an on-site international contact centre or BPO environment preferred. - Willingness to work in rotational shifts including nights/rotational hours as required for international coverage. Benefits & Culture Highlights - Structured on-site training, clear career progression paths and regular performance incentives. - Collaborative, metrics-driven culture with focus on employee development and recognition. - Comprehensive health benefits and an active employee engagement program. This role is onsite in India and ideal for candidates who thrive in high-volume, international support environments and are motivated by measurable impact on customer satisfaction and operational excellence. Skills: bpo,escalation management,zendesk,customer,freshdesk

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