bulk hiring

Expert Staffing Solutions New Delhi; Dadri, Gurugram District; On-site; INR 260,000 - 480,000; Full time

Job summary

Expert Staffing Solutions New Delhi is seeking a customer support professional to handle international voice and non-voice channels from its India delivery center. You will manage calls, emails, live chat, and tickets, delivering accurate solutions while upholding security, quality, and SLA requirements.

The role requires strong English, CRM proficiency, and comfort with night shifts. You will work in a fast-paced, target-driven environment, collaborating with operations, billing, and technical

Qualifications

• Excellent spoken English and communication skills.
• Good listening and comprehension ability.
• Neutral/clear pronunciation and confidence in speaking with international customers.
• Customer handling and conflict-resolution skills.
• Basic computer and typing skills.
• Ability to work with CRM, email, chat, and ticketing systems.
• Problem-solving and multitasking ability.
• Patience and a positive attitude.
• Willingness to work in rotational shifts/night shifts, if required.

Responsibilities

• Handle inbound and/or outbound calls from international customers.
• Understand customer concerns and provide professional and timely solutions.
• Resolve queries related to products, services, orders, billing, accounts, or technical issues.
• Maintain a professional and courteous tone.
• Verify customer information and follow security and authentication procedures.
• Provide accurate information about company policies, products, services, and processes.
• Troubleshoot basic customer issues and escalate complex cases.
• Record customer interactions in the CRM/ticketing system.
• Follow SOPs, quality standards, compliance, and call-handling procedures.
• Meet performance metrics such as AHT, CSAT, FCR, quality score, attendance, and productivity.
• Handle difficult customers with active listening and problem solving.
• Follow up on unresolved issues within the committed timeframe.
• Coordinate with internal teams when needed.
• Protect customer personal and confidential information.
• Maintain good communication and a customer-focused approach.
• Achieve assigned individual and team targets.
• Non-Voice: Handle queries via email, live chat, and tickets with written responses.
• Provide resolutions and follow-up for orders, payments, refunds, or services.
• Investigate concerns using internal systems and resources.
• Maintain accurate records in CRM/ticketing systems.
• Escalate to appropriate departments and meet SLA targets.

Skills

Spoken English

Active listening

Neutral pronunciation

Customer handling

Typing

CRM/ticketing skills

Problem solving

Patience

Rotational/night shifts

Tools

CRM

Email systems

Chat systems

Ticketing systems

Job description

Role & responsibilities

• Handle inbound and/or outbound calls from international customers.
• Understand customer concerns and provide professional and timely solutions.
• Resolve queries related to products, services, orders, billing, accounts, or technical issues, depending on the process.
• Maintain a professional and courteous tone throughout every interaction.
• Verify customer information and follow required security and authentication procedures.
• Provide accurate information about company policies, products, services, and processes.
• Troubleshoot basic customer issues and escalate complex cases to the appropriate department.
• Record customer interactions, complaints, resolutions, and follow-ups accurately in the CRM/ticketing system.
• Follow defined SOPs, quality standards, compliance requirements, and call-handling procedures.
• Meet performance metrics such as AHT (Average Handle Time), CSAT, FCR (First Call Resolution), quality score, attendance, and productivity.
• Handle difficult or dissatisfied customers professionally using active listening and problem-solving skills.
• Follow up on unresolved issues within the committed timeframe.
• Coordinate with internal teams when customer issues require additional assistance.
• Protect customer personal and confidential information.
• Maintain good communication skills and a customer-focused approach.
• Achieve assigned individual and team targets.

Required Skills

• Excellent spoken English and communication skills
• Good listening and comprehension ability
• Neutral/clear pronunciation and confidence in speaking with international customers
• Customer handling and conflict-resolution skills
• Basic computer and typing skills
• Ability to work with CRM, email, chat, and ticketing systems
• Problem-solving and multitasking ability
• Patience and a positive attitude
• Willingness to work in rotational shifts/night shifts, if require

Non-Voice International Process Roles & Responsibilities

• Handle customer queries through email, live chat, and support tickets.
• Provide accurate and professional written responses to international customers.
• Understand customer issues and provide appropriate solutions or resolutions.
• Process customer requests related to orders, payments, refunds, accounts, products, or services.
• Investigate customer concerns using internal systems and available resources.
• Maintain accurate records of customer interactions in CRM/ticketing systems.
• Follow company SOPs, escalation procedures, and quality guidelines.
• Escalate complex or unresolved issues to the appropriate department.
• Follow up on pending customer requests and ensure timely resolution.
• Maintain proper email/chat etiquette, grammar, spelling, and professional tone.
• Meet process targets such as TAT (Turnaround Time), productivity, quality score, CSAT, and SLA.
• Handle multiple customer conversations or tickets while maintaining accuracy.
• Protect customer confidential and personal information.
• Coordinate with internal teams such as operations, billing, technical support, logistics, or sales when required.
• Identify recurring customer issues and report them to the appropriate team.
• Maintain productivity and quality while working in a target-driven international environment.
• Excellent written English communication
• Strong grammar, spelling, and sentence construction
• Good typing speed and accuracy
• Strong reading and comprehension skills
• Attention to detail
• Problem-solving ability
• Multitasking and time-management skills
• Basic knowledge of MS Office, CRM, email, and ticketing tools
• Ability to work with international customers and different time zones
• Willingness to work in rotational/night shifts, if applicable

CALL ON - 92059 89466 NAINA