Customer Service Representative (USA, Voice)

Epicenter Technologies Pvt. Ltd; Mumbai; On-site; INR 279,000 - 390,600; Full time

Job summary

A leading BPO company in Mumbai seeks a Customer Service Representative to support US clients through voice-based interactions. This role involves handling customer queries, ensuring satisfaction, and maintaining records. Candidates should have excellent communication skills, a minimum of 1 year of BPO experience, and be comfortable with 24x7 rotational shifts. The company offers ongoing training and a commitment to employee success, making it an excellent place to grow your career.

Qualifications

• Minimum 1 year of international BPO experience.
• Comfortable working in 24x7 rotational shifts.
• Ability to join immediately with all documents ready for background verification.

Responsibilities

• Handle inbound US customer queries via phone calls.
• Provide accurate information and solutions to customer inquiries.
• Ensure customer satisfaction by delivering exceptional service.

Skills

Excellent English vocal and written communication skills

Strong customer service orientation

Problem-solving abilities

Ability to multitask

Education

High school diploma or equivalent

Graduation degree

Tools

CRM systems and ticketing tools

Job description

About Epicenter

For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you'll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we are trusted by global clients.

Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.

About the Job

We’re seeking an enthusiastic Customer Service Representative to support our US clients through voice-based interactions. You'll be the first point of contact for customers, providing exceptional service and solutions to their queries. This role offers the opportunity to work with a diverse range of customers while developing your communication and problem-solving skills in an international BPO environment.

Location/Hours

Location: Mumbai and Durban
Shift: 24x7 Rotational shifts (Should be comfortable working in all shifts)

Job Responsibilities / Expectations

• Handle inbound US customer queries via phone calls professionally and efficiently
• Provide accurate information and solutions to customer inquiries
• Ensure customer satisfaction by delivering exceptional service on every interaction
• Maintain accurate records of all customer interactions and transactions
• Follow company protocols and procedures to ensure consistent service delivery
• Identify customer needs and provide appropriate solutions or escalate when necessary
• Meet individual and team performance metrics including call quality and customer satisfaction scores
• Handle customer complaints with empathy and work towards resolution
• Stay updated on product knowledge and company policies
• Collaborate with team members to improve overall customer experience
• Demonstrate excellent English vocal and written communication skills in all interactions
• Manage multiple systems and tools efficiently during customer conversations
• Maintain professionalism and composure in all customer interactions

Minimum Qualifications

• Age: 20 years to 35 years
• High school diploma or equivalent (minimum requirement)
• Minimum 1 year of international BPO experience (mandatory)
• Excellent English vocal and written communication skills
• Strong customer service orientation and interpersonal skills
• Ability to multitask and navigate multiple systems simultaneously
• Problem-solving abilities with a customer-first mindset
• Comfortable working in 24x7 rotational shifts
• Ability to join immediately with all documents ready for background verification
• Positive attitude and willingness to learn

Desired Qualifications

• Graduation degree
• Experience handling US customer accounts
• Familiarity with CRM systems and ticketing tools
• Knowledge of customer service best practices
• Strong typing skills and computer proficiency
• Ability to work in a fast-paced environment
• Conflict resolution and de-escalation skills

Why Join Epicenter?

We believe in investing in our people. At Epicenter, you'll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We are also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.

Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.