Senior Customer Support Agent – Voice & Non-Voice (US Process - Non Technical)

Location : Kerala, India

CTC Offered : ₹4,00,000 – ₹4,50,000 per annum

About the role :

We are looking for an experienced Customer Support Agent (Senior Level) to join our team, specializing in US-based B2C customer support processes . The ideal candidate will have strong expertise in handling voice calls (primary) and non-voice channels (secondary), with excellent communication skills and a neutral / US accent

Key Responsibilities :

Handle inbound and outbound customer calls, providing prompt and professional assistance.

Address queries, complaints, and requests via voice and non-voice channels (email / chat) with accuracy and empathy.

Ensure customer satisfaction through effective problem-solving and resolution.

Follow standard operating procedures (SOPs) and maintain high-quality service standards.

Document customer interactions and update internal systems as per guidelines.

Collaborate with the support team to meet SLAs, KPIs, and overall process goals.

Requirements

Minimum 2 years of proven experience in US-based customer support (B2C process) .

Excellent verbal communication skills with a clear US accent (mandatory).

Hands-on experience handling voice support ; basic familiarity with non-voice support (email / chat) preferred.

Strong customer service orientation with active listening and empathy.

Ability to work in rotational shifts aligned with US time zones - 8 AM EST - 11 AM EST

Strong problem-solving skills and attention to detail.

Graduate in any discipline (preferred) except B.Tech, BCA

What we offer :

Competitive salary : ₹4,00,000 – ₹4,50,000 per annum .

Opportunity to work in a dynamic, growth-oriented environment.

Exposure to international customer support standards.

Professional development and career progression opportunities.

If you are passionate about delivering exceptional customer experiences and have prior expertise in US-based B2C support, we’d love to hear from you!