Customer Care Representative
1 day ago
Customer Support Representative (Primary title: Customer Support Representative) — On-site, India
About The Opportunity
A fast-growing player in the Cloud Contact Center & Customer Experience Services sector, we deliver high-quality voice and digital support to enterprise and SMB customers. This on-site role in India focuses on delivering exceptional customer experience across inbound channels, maintaining SLAs, and driving first-contact resolution for product and service inquiries.
Role & Responsibilities
- Handle inbound customer interactions (voice and chat) professionally—identify needs, troubleshoot issues, and provide clear resolutions within SLA.
- Log and update customer records in the CRM/ticketing system accurately; close tickets or escalate per defined workflows.
- Own first-contact resolution by collaborating with technical teams and following up until customers are satisfied.
- Meet individual KPIs (AHT, FCR, CSAT) and contribute to team performance targets through consistent quality execution.
- Document recurring issues and provide feedback to product/support teams to reduce repeat incidents and improve processes.
- Participate in shift handovers, training sessions, and process-improvement initiatives to support operational excellence.
Skills & Qualifications
Must-Have
- High school diploma or equivalent; 1+ years experience in customer support, call center, or frontline service role preferred.
- Excellent verbal and written English with strong active-listening and clear communication skills.
- Hands-on experience with CRM/ticketing systems (Zendesk, Freshdesk, or similar) and basic MS Office skills.
- Proven ability to troubleshoot customer issues, follow escalation protocols, and maintain SLA adherence.
- Customer-first attitude, patience, empathy, and ability to work under pressure in a fast-paced on-site environment.
Preferred
- Experience with cloud telephony/IVR platforms and inbound call routing; bilingual skills (Hindi/Regional language) are an advantage.
- Prior BPO or SaaS support experience and familiarity with KPI-driven environments (AHT, FCR, CSAT).
Benefits & Culture Highlights
- Structured training, clear career progression, and frequent upskilling opportunities for high performers.
- Collaborative, metrics-driven culture with recognition programs and team-based incentives.
- Competitive on-site compensation, statutory benefits, and shift allowances where applicable.
Location & Work Type:
On-site in India. Immediate joiners and candidates available for on-site schedules preferred.
To apply: submit your resume highlighting customer-support experience, CRM familiarity, and shift flexibility. We seek reliable, service-oriented professionals who thrive in fast-paced contact center environments and consistently deliver excellent customer outcomes.
Skills: customer support,customer,crm,csat,customer experience,skills,clear
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