US International Customer Care

2 days ago

Gurugram, India Smart Vision Consultancy Services Full time

Job Description

Key Responsibilities:

- Provide outstanding customer support to US and UK clients via phone, email, live chat, and other digital platforms.
- Handle inquiries related to product information, order status, returns, refunds, technical issues, and account management.
- Resolve customer complaints and issues with professionalism and efficiency, ensuring a high level of satisfaction.
- Collaborate with internal teams (Sales, Logistics, Product, Technical Support) to ensure customer issues are resolved accurately and timely.
- Maintain knowledge of company products, services, promotions, and policies.
- Use CRM tools (e.g., Salesforce, Zendesk, Freshdesk) to document interactions and manage tickets.
- Ensure service-level agreements (SLAs) are met and performance targets are achieved.
- Adapt communication style to suit the cultural expectations and tone of the US and UK customer bases.
- Escalate complex or unresolved issues to appropriate departments as needed.
- Gather customer feedback and contribute to process improvements.

Qualifications & Requirements:

- Bachelor's degree or equivalent work experience.
- 2+ years of experience in customer service or support, preferably in an international or e-commerce environment.
- Fluency in English with excellent written and verbal communication skills.
- Strong understanding of US and UK cultural norms and customer service expectations.
- Experience with CRM systems like Zendesk, Salesforce, or similar tools.
- Ability to multitask and remain calm under pressure.
- High attention to detail and problem-solving skills.
- Flexibility to work across multiple time zones, including evenings or weekends if needed.
- Tech-savvy with good knowledge of MS Office, Google Workspace, and online communication platforms.

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