We Are Hiring For International Customer Support

Expert Staffing Solutions New Delhi; Dadri, Gurugram District; On-site; INR 240,000 - 420,000; Full time

Job summary

Expert Staffing Solutions New Delhi is seeking a customer support professional to assist international clients via phone, email and chat. You will resolve inquiries, maintain CRM records and ensure service levels are met.

The role emphasizes strong English communication, expert problem solving, and the ability to work in rotating shifts while collaborating with cross-functional teams to deliver exceptional customer experiences.

Qualifications

• Experience in international customer support via phone, email, and chat.
• Excellent English communication and writing skills.
• Proficient with CRM and ticketing tools.
• Strong knowledge of KRAs and KPIs.
• Analytical and problem-solving abilities.
• Ability to multitask and manage time effectively.

Responsibilities

• Deliver high-quality customer support through phone, email, and chat to international customers.
• Handle inquiries, complaints, and service requests professionally.
• Resolve issues within SLAs while ensuring positive experience.
• Maintain accurate customer records and update CRM after interactions.
• Meet KPIs such as CSAT, FCR, AHT, Quality Score, Productivity, and Adherence.
• Collaborate with cross-functional teams to resolve escalated issues.
• Demonstrate excellent verbal and written communication skills in English.
• Work in rotational shifts.

Skills

English communication

CRM tools

Customer service

Time management

Problem solving

Team collaboration

KPI/KRA metrics

Tools

CRM software

Job description

Role & responsibilities

• Deliver high-quality customer support through phone, email, and chat to international customers.
• Handle customer inquiries, complaints, and service requests professionally and efficiently.
• Resolve customer issues within defined service level agreements (SLAs) while ensuring a positive customer experience.
• Maintain accurate customer records and update CRM systems after every interaction.
• Achieve Key Performance Indicators (KPIs) such as Customer Satisfaction (CSAT), First Call Resolution (FCR), Average Handle Time (AHT), Quality Score, Productivity, and Adherence.
• Take ownership of Key Result Areas (KRAs) by consistently meeting individual and team performance targets.
• Follow company policies, quality standards, and compliance requirements.
• Collaborate with cross-functional teams to resolve escalated customer issues.
• Demonstrate excellent verbal and written communication skills in English.
• Work effectively in rotational shifts and adapt to changing business requirements

Preferred candidate profile

• International Customer Support
• Excellent English Communication
• Customer Service & Issue Resolution
• CRM/Ticketing Tools
• Strong Knowledge of KRA & KPI Metrics
• Problem Solving & Analytical Skills
• Time Management & Multitasking
• Team Collaboration