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customer service voice process

ConfidentialGurgaon / Gurugram

8 days ago

Job description

Key Responsibilities :

Provide timely and empathetic customer support via email, phone, live chat, and social media.
Handle inquiries from international customers regarding orders, technical issues, product use, account management, and general troubleshooting.
Maintain a thorough understanding of company products / services, policies, and processes.
Log all customer interactions accurately in the CRM system (e.g., Zendesk, Freshdesk, Salesforce).
Identify, document, and escalate technical or complex issues to the appropriate internal teams.
Ensure compliance with international standards, cultural expectations, and local customer service norms.
Work collaboratively with other departments (sales, logistics, IT, etc.) to resolve issues efficiently.
Monitor service levels and ensure prompt resolution to maintain customer satisfaction.
Gather customer feedback and provide insights to improve products, services, and the customer journey.
Adhere to KPIs including response time, resolution rate, customer satisfaction score (CSAT), and Net Promoter Score (NPS).

Requirements :

Bachelor's degree or equivalent professional experience.

1–4 years of experience in a customer support or client-facing role, preferably in an international setting.

Excellent written and spoken English (additional language skills are a plus).

Experience with customer service platforms such as Zendesk, Intercom, Freshdesk, or Salesforce.

Strong interpersonal and communication skills.

Ability to work independently and collaboratively in a fast-paced, multicultural environment.

Flexibility to work shifts aligned with different time zones as needed.

High attention to detail and excellent problem-solving skills.

Strong organizational and multitasking abilities.

Skills Required

Crm, Strong Interpersonal And Communication Skills, Ms Office

Customer Service • Gurgaon / Gurugram