Customer Service Representative

Expert Staffing Solutions New Delhi; Dadri, Gurugram District; On-site; INR 250,000 - 420,000; Full time

Job summary

Expert Staffing Solutions New Delhi is hiring for International Customer Support Voice Process roles in Gurugram and Noida. You will handle international customers by phone, resolve issues, and maintain a high standard of service while adhering to process guidelines.

Candidates with excellent English, good listening, and problem-solving skills, plus comfortable with rotational shifts including night shifts, are invited to apply.

Qualifications

• Excellent verbal and written English communication skills.
• Good listening and interpersonal skills.
• Strong problem-solving and customer-handling abilities.
• Comfortable working in an international voice process.
• Candidates should be comfortable working in rotational shifts, including night shifts.
• Basic computer knowledge and familiarity with CRM/customer-support systems.
• Ability to work independently as well as part of a team.

Responsibilities

• Handle inbound and/or outbound customer calls from international customers.
• Understand customer queries, concerns, and service-related issues.
• Provide accurate information and resolutions within the defined turnaround time.
• Maintain a professional and courteous tone while interacting with customers.
• Resolve customer complaints and escalate complex issues as needed.
• Follow standard operating procedures, quality guidelines, and process protocols.

Skills

English communication

Active listening

Problem solving

International voice process

Night shifts

CRM familiarity

Teamwork

Job description

We are hiring enthusiastic and customer-focused professionals for International Customer Support Voice Process for our Gurugram and Noida locations. The role involves handling international customers over the phone, understanding their concerns, providing accurate resolutions, and ensuring a positive customer experience.

Key Responsibilities

• Handle inbound and/or outbound customer calls from international customers.
• Understand customer queries, concerns, and service-related issues.
• Provide accurate information and appropriate resolutions within the defined turnaround time.
• Maintain a professional and courteous tone while interacting with customers.
• Resolve customer complaints and escape complex issues to the appropriate department when required.
• Follow standard operating procedures, quality guidelines, and process protocols.
• Maintain accurate records of customer interactions and update relevant systems.
• Ensure high levels of customer satisfaction through effective communication and problem-solving.
• Meet assigned performance targets, including productivity, quality, customer satisfaction, and adherence.
• Handle difficult or irate customers professionally while maintaining composure.
• Coordinate with internal teams whenever required to ensure timely resolution of customer concerns.
• Maintain confidentiality and follow company policies while handling customer information.

Candidate Requirements

• Excellent verbal and written English communication skills.
• Good listening and interpersonal skills.
• Strong problem-solving and customer-handling abilities.
• Comfortable working in an international voice process.
• Candidates should be comfortable working in rotational shifts, including night shifts.
• Basic computer knowledge and familiarity with CRM/customer-support systems.
• Ability to work independently as well as part of a team.
• Previous experience in International BPO/Customer Support/Voice Process will be an advantage. Freshers may also be considered depending on the process requirements.

Work Details

• Process: International Customer Support Voice
• Locations: Gurugram & Noida
• Working Days: 5 days a week
• Week Off: 2 rotational offs
• Shift: Rotational shifts
• Work Mode: Work from Office
• Role Type: Customer Support / International Voice Process

Why Join Us?

• Opportunity to work with an international customer base.
• Professional and growth-oriented work environment.
• Opportunities for career development and internal growth.
• Performance-based incentives may be available as per the process.
• Exposure to international customer service standards and operations.

If you have strong communication skills and are passionate about customer service, this is an excellent opportunity to build your career in the International BPO industry.