Customer Service Expert

16 hours ago

Gurugram Gurugram India GLOBELANCE Full time

Job Description Industry & Sector: A customer-facing role within the Business Process Outsourcing (BPO), Aviation, Hospitality, The position is on-site in India and focused on high-volume, SLA-driven customer support across voice, email and chat channels. Role & Responsibilities - Deliver timely, accurate, and empathetic customer support via voice, email and chatresolve inquiries, complaints, orders and account issues on-site. - Manage the complete ticket lifecycle using CRM/ticketing tools; prioritise, update case notes, and meet SLA and quality targets. - Escalate complex technical or policy issues to relevant teams and follow through to ensure timely resolution and customer closure. - Handle transactional activities such as refunds, order modifications, cancellations and basic account maintenance in accordance with process guidelines. - Monitor performance metrics (CSAT, FCR, AHT) and participate in calibration sessions, training and continuous-improvement initiatives. - Identify recurring customer pain points and work with product and operations to recommend process or documentation improvements. Skills & Qualifications Must-Have - Proven experience in customer service or call centre environments with on-site availability. - Hands-on experience using ticketing systems and CRM platforms (e.g., Zendesk, Freshdesk or Salesforce Service Cloud). - Strong voice support experience and familiarity with omnichannel customer engagement. - Demonstrable ability to manage SLAs, escalations and ticket prioritisation. - Fluent English (verbal and written); additional local language (e.g., Hindi) is an advantage. - Basic computer proficiency (MS Office / Google Workspace) and comfort with structured scripts and knowledge bases. Preferred - Experience in B2C / e-commerce or fintech support operations. - Familiarity with performance metrics like CSAT, FCR and AHT and experience hitting KPI targets. - Experience with workforce management tools and IVR/dialer systems. Benefits & Culture Highlights - On-site role with structured shift schedules, opportunities for shift differential pay and career progression into ops or quality roles. - Continuous training, regular coaching, and access to upskilling programs to build domain and product expertise. - Competitive compensation, health benefits and a supportive, target-driven culture focused on customer experience excellence. Location: India (On-site). Employer: Globelance. If you are a customer-focused professional who thrives in SLA-driven environments and enjoys solving problems on the front line, apply now to join our on-site support team. Skills: bpo,hospitality,aviation,travel,freshdesk,ticketing systems,crm,good communication,customer service,zendesk

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