US International Customer Service

4 weeks ago

Gurgaon, Haryana, India Smart Vision Consultancy Services Full time
Job Description

Key Responsibilities:

- Handle inbound/outbound customer interactions through voice, email, and/or chat.
- Assist with order status, product or service inquiries, account issues, billing, complaints, and returns.
- Deliver prompt and accurate solutions while maintaining high standards of customer satisfaction.
- Ensure clear documentation of customer interactions and resolutions in CRM systems (e.g., Zendesk, Salesforce).
- Follow company guidelines and compliance standards specific to US/UK markets (e.g., GDPR, data protection, etc.).
- Escalate complex or unresolved queries to higher support levels or internal teams as needed.
- Achieve performance KPIs such as AHT (Average Handling Time), FCR (First Contact Resolution), and CSAT (Customer Satisfaction Score).
- Provide feedback on recurring customer issues and assist in improving support processes.

Eligibility Criteria:

- Education: Minimum HSC (12th Pass); Graduation preferred
- Experience: 13 years in international customer service (supporting US and/or UK markets)
- Communication: Excellent written and spoken English with a neutral or slight UK/US accent
- Technical Skills: Familiarity with CRM tools (Zendesk, Salesforce, Freshdesk, etc.) and ticketing systems
- Typing Speed: Minimum 3035 WPM with accuracy

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