International Customer Service Associate | Voice, Chat & Email | Hyderabad, Bangalore, Mumbai, Pune, Kolkata

Gratitude Inc

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2 hours ago

International Customer Service Associate | Voice, Chat & Email | Hyderabad, Bangalore, Mumbai, Pune, Kolkata

1-7 Year(s)

Pune, Bengaluru, Hyderabad

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Job Description

Key Skills

Technical Support BPO Voice Process Communication Skills ms excel customer support

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Job Title : International Customer Service Associate | Customer Success | Voice, Chat & Email Support | Technical Support | Multiple Locations

Job Description :

We are hiring International Customer Service Associates for multiple international customer support processes across Bangalore, Hyderabad, Mumbai, Pune, and Kolkata.

This opportunity is ideal for candidates with experience in International Voice Process, Customer Service, Customer Success, Technical Support, SaaS Support, Banking, Telecom, Healthcare, Travel, E-commerce, Utilities, and BPO Operations.

As an International Customer Service Associate, you will provide exceptional customer support through Voice, Chat, Email, and Webchat, resolve customer concerns, troubleshoot technical issues, guide customers on products and services, and ensure a world-class customer experience while meeting business and quality goals.

Key Responsibilities

Handle customer interactions through Voice, Chat, Email, and Webchat.
Deliver excellent customer service with a focus on First Call Resolution (FCR).
Resolve customer queries related to accounts, billing, subscriptions, payments, refunds, login issues, password resets, and account verification.
Provide technical assistance for software installation, activation, licensing, upgrades, and troubleshooting across Windows, macOS, Android, and iOS platforms.
Support customers with onboarding, product adoption, and service activation.
Handle customer complaints and escalations professionally while ensuring timely resolution.
Identify opportunities for customer retention, cross-selling, and upselling where applicable.
Accurately document customer interactions using CRM tools and maintain complete case records.
Meet SLA, Quality, CSAT, NPS, AHT, Productivity, and Resolution targets.
Follow company policies, compliance standards, and operational procedures.
Work collaboratively with internal teams to improve customer experience and product adoption.

Required Skills

Excellent verbal and written English communication skills (CEFR B2 or above; C1 preferred).
International Voice Process experience preferred.
Strong customer service and customer handling skills.
Excellent active listening, empathy, and interpersonal skills.
Strong analytical thinking and problem-solving abilities.
Good troubleshooting skills for customer and technical issues.
Ability to work across Voice, Chat, Email, and Back-office support.
Experience using CRM or ticketing tools.
Basic knowledge of Windows, macOS, Android, and iOS platforms is an advantage.
Experience in SaaS, Banking, Telecom, Healthcare, Travel, Utilities, E-commerce, or Technical Support is preferred.
Exposure to customer retention, cross-selling, or upselling is an added advantage.
Ability to work in a fast-paced, target-driven environment.

Qualification

Graduate in any discipline (Preferred).
Undergraduates with a minimum of 18 months of relevant International Customer Service/Voice Process experience may be considered based on process requirements.
1–5 years of experience in International Voice Process, Customer Service, Customer Success, Technical Support, Contact Center, or BPO Operations.
Relevant certifications such as ITIL Foundation, Certified System Administrator (CSA), Customer Success, or IT Service Management are an added advantage.

Important Note

Locations: Bangalore, Hyderabad, Mumbai, Pune, Kolkata.
Employment Type: Full-Time.
Work Mode: Work From Office / Hybrid (Process dependent).
Shift: Rotational shifts, including night shifts, based on business requirements.
Week Offs: Rotational.
Salary: Up to ₹7 LPA (depending on experience, process, and location).
Ex TCS Employees can't apply
PAN and DOB are required for profile creation

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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