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International Customer Service
2 weeks ago
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.
Skills: chat,customer service,freshdesk,bpo,zendesk,customer
