Customer Service Representative

3 weeks ago

India Intuvia Technologies Full time
Job Title: Customer Service Representative (US Clients)

Location: Remote, INDIA

Timings: 6:30 pm to 3:30 am IST (US Shift)

Job Overview

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be the first point of contact for our US-based clients, providing exceptional support and ensuring a positive customer experience. You will handle inquiries, resolve issues, and maintain strong client relationships through professionalism, empathy, and clear communication.

Key Responsibilities

- Serve as the primary contact for US clients via phone, email, and chat.
- Respond promptly to inquiries and provide accurate information about products, services, and policies.
- Resolve customer complaints efficiently while ensuring a positive customer experience.
- Maintain detailed records of client interactions, transactions, and feedback.
- Escalate complex issues to the appropriate department while ensuring timely resolution.
- Build and maintain strong relationships with clients by understanding their needs.
- Meet performance metrics related to response time, customer satisfaction, and issue resolution.
- Stay updated with company products, services, and industry knowledge to assist clients effectively.

Qualifications

- Bachelor's degree or equivalent experience preferred.
- 1–3 years of experience in customer service (experience with US clients preferred).
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and attention to detail.
- Proficiency with CRM systems, ticketing tools, and MS Office/Google Workspace.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Flexibility to work in US time zones.

Preferred Skills

- Prior experience in BPO, IT, SaaS, or US-based client support roles.
- Knowledge of customer success practices and client retention strategies.

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