International Customer Service

14 hours ago

Mumbai, Maharashtra, India Mindtel Full time ₹ 2,00,000 - ₹ 6,00,000 per year
International Customer Service Representative

Industry: Customer Experience & Business Process Outsourcing (BPO) — International Voice and Multichannel Customer Support. We operate in a fast-paced on-site contact centre environment delivering high-quality customer experiences for global clients across voice, email, and chat channels. This role is based in India and requires working in rotational shifts.

Role & Responsibilities
  • Deliver timely, empathetic support to international customers across voice, email, and chat while maintaining high-quality service standards.
  • Accurately log and manage customer interactions in the CRM/ticketing system, ensuring complete records and appropriate follow-ups.
  • Diagnose issues, provide first-contact resolution where possible, and escalate complex cases to product or technical teams with clear documentation.
  • Meet SLA and KPI targets (CSAT, FCR, AHT) and actively contribute to continuous improvement initiatives to boost customer satisfaction.
  • Participate in regular shift handovers, team briefings, and training sessions to stay aligned with process updates and service enhancements.
  • Identify recurring customer issues and provide actionable feedback to operations, product, and quality teams to reduce repeat contacts.
Skills & Qualifications
Must-Have
  • Proven experience in international customer service or BPO handling voice, email, and chat channels.
  • Excellent spoken and written English with comfort handling western accents.
  • Proficiency with CRM and ticketing systems (Salesforce Service Cloud, Zendesk, Freshdesk).
  • Hands-on experience with VoIP telephony and call-routing platforms.
  • Track record of meeting SLAs and KPIs; strong escalation and case-management skills.
  • Willingness to work on-site in rotational shifts, including night shifts as required by international client schedules.
Preferred
  • Multilingual ability (Spanish, French, German or other European languages).
  • Familiarity with workforce management or contact-centre platforms (Genesys, NICE).
  • Experience in customer retention or customer success roles within a BPO or SaaS environment.
Benefits & Culture Highlights
  • Competitive salary with performance-linked incentives and recognition programs.
  • Structured training, upskilling opportunities, and clear career progression paths within customer support and operations.
  • Collaborative on-site culture with regular team events and a focus on employee well-being.

How to apply: Candidates based in India who thrive in a metrics-driven, customer-first environment and are available for on-site rotational shifts should apply. This opportunity is ideal for high-energy customer service professionals seeking international exposure and career growth in a BPO/contact-centre setting.

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