Sr. Associate – Customer Support Representative
Location: Malad West, Mumbai
Shift: US Shift – 5:30 PM to 2:30 AM IST
Work Mode: On-site
Job Summary
We are looking for an experienced and customer-focused Sr. Associate – Customer Support Representative to join our team. The role involves providing high-quality support to international customers through voice, email, and live chat.
The ideal candidate should have strong English communication skills, experience handling international customers, excellent problem-solving abilities, and the confidence to manage customer interactions independently.
Key Responsibilities
- Handle inbound and outbound calls, emails, and live chat from international customers.
- Understand customer concerns, identify the root cause, and provide accurate and timely resolutions.
- Maintain professional communication and demonstrate excellent telephone and email etiquette.
- Take complete ownership of customer queries and ensure timely follow-up until resolution.
- Manage multiple customer interactions while maintaining accuracy, productivity, and service quality.
- Record customer interactions, resolutions, and follow-up actions accurately in CRM/ticketing systems.
- Escalate complex or unresolved issues to the relevant teams as per established processes.
- Keep customers informed regarding the progress and resolution of their concerns.
- Meet defined SLAs, quality, productivity, and customer satisfaction targets.
- Work closely with team members and supervisors to improve processes and customer experience.
- Maintain up-to-date knowledge of products, services, processes, and internal systems.
- Participate in training, coaching, and process improvement initiatives.
Required Qualifications
- Minimum 2 years of experience in an International Voice Process is mandatory.
- Excellent spoken and written English communication skills.
- Prior experience handling international/US customers.
- Comfortable working in a US night shift (5:30 PM – 2:30 AM IST).
- Experience handling voice and non-voice channels such as email and chat.
- Strong customer-handling, problem-solving, and multitasking abilities.
- Ability to work under pressure and manage multiple customer requests simultaneously.
- Good computer skills and ability to learn CRM/ticketing applications quickly.
Preferred Qualifications
- Experience in the Insurance, Financial Services, or International BPO industry.
- Prior experience in a blended customer support process.
- Hands-on experience with CRM, ticketing, or customer service platforms.
- Knowledge of SLA, CSAT, QA, AHT, and productivity metrics.
- Strong escalation handling and conflict-resolution skills.
- Experience working in a target-driven and fast-paced customer service environment.
Key Skills
International Voice Process | Customer Support | US Process | Inbound & Outbound Calls | Email Support | Live Chat | Blended Process | Customer Service | CRM | Ticketing | Complaint Resolution | Escalation Management | Problem Solving | SLA | CSAT | AHT | Quality | Written & Verbal Communication
What We’re Looking For
We are looking for someone who is customer-oriented, confident, reliable, and comfortable communicating with international customers, with the ability to take ownership of issues and deliver a consistently positive customer experience.
Job Type: Full-time
Pay: ₹400,000.00 - ₹500,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What's your current location?
- What's your notice period?
- Are you comfortable with Night Shift?
- Do you have Knowledge of International Health care?
Education:
Experience:
- International voice process: 2 years (Required)
- Customer service: 2 years (Preferred)
Shift availability:
- Night Shift (Required)
- Overnight Shift (Required)
Work Location: In person
