Customer Service

4 days ago

Mumbai Metropolitan Region, India CAREER BLOC Full time

About The Opportunity
A fast-growing player in the Customer Experience and Business Process Outsourcing (BPO) sector serving US-based clients across technology, e-commerce, and professional services. We deliver high-quality, voice-first customer support and omni-channel service solutions that drive retention and NPS improvements.

We are hiring on-site Customer Service professionals to join a high-energy support team working US shifts to handle inbound customer interactions, resolve issues efficiently, and escalate appropriately.

Role & Responsibilities

  • Handle high-volume inbound calls from US customers with empathy, professionalism, and accurate issue resolution.
  • Manage email and live-chat inquiries, ensuring timely responses and consistent ticket documentation in the CRM/ticketing system.
  • Diagnose customer issues, follow SOPs to provide solutions, and escalate complex cases to tier-2 with clear handoffs.
  • Log interactions, update tickets, and maintain accurate records to meet SLA and quality targets.
  • Meet individual performance KPIs (quality, AHT, first-contact resolution) and contribute to team scorecards.
  • Participate in training, knowledge-base updates, and continuous-improvement initiatives driven by feedback and QA findings.

Skills & Qualifications
Must-Have

  • Proven experience in inbound customer support for US customers
  • US Accent Proficiency and strong US English verbal skills
  • Proficiency with CRM/ticketing systems (Zendesk or Salesforce Service Cloud)
  • Experience with VoIP telephony and call-logging tools
  • Ability and willingness to work US shift schedules on-site in India
  • Basic computer proficiency (MS Office, typing, web-based tools)

Preferred

  • Experience with Five9, Genesys, or NICE telephony platforms
  • Multilingual support capability (Spanish preferred)
  • Customer service or call center certification / formal training

Benefits & Culture Highlights

  • On-site role with structured onboarding, role-specific training, and clear career progression paths.
  • Performance-linked incentives, health benefits, and statutory compliances.
  • Collaborative team environment focused on continuous learning and customer-first outcomes.

If you are a customer-focused professional who thrives in fast-paced US-shift support environments, we'd love to hear from you. Apply to join Career Bloc's on-site Customer Service team and be part of a mission-driven CX operation delivering exceptional service to US customers.

Skills: customer support,zendesk,bpo,customer,customer care,customer service,crm

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