Customer Care International Process
6 days ago
Key Responsibilities:
- Provide timely and empathetic customer support via email, phone, live chat, and social media.
- Handle inquiries from international customers regarding orders, technical issues, product use, account management, and general troubleshooting.
- Maintain a thorough understanding of company products/services, policies, and processes.
- Log all customer interactions accurately in the CRM system (e.g., Zendesk, Freshdesk, Salesforce).
- Identify, document, and escalate technical or complex issues to the appropriate internal teams.
- Ensure compliance with international standards, cultural expectations, and local customer service norms.
- Work collaboratively with other departments (sales, logistics, IT, etc.) to resolve issues efficiently.
- Monitor service levels and ensure prompt resolution to maintain customer satisfaction.
- Gather customer feedback and provide insights to improve products, services, and the customer journey.
- Adhere to KPIs including response time, resolution rate, customer satisfaction score (CSAT), and Net Promoter Score (NPS).
Requirements:
- Bachelor's degree or equivalent professional experience.
- 04 years of experience in a customer support or client-facing role, preferably in an international setting.
- Excellent written and spoken English (additional language skills are a plus).
- Experience with customer service platforms such as Zendesk, Intercom, Fresh desk, or Salesforce.
- Strong interpersonal and communication skills.
- Ability to work independently and collaboratively in a fast-paced, multicultural environment.
- Flexibility to work shifts aligned with different time zones as needed.
- High attention to detail and excellent problem-solving skills.
- Strong organizational and multitasking abilities.
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