International customer Support / Care / Service Voice Process

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 :

Skills Required

Crm, Strong Interpersonal And Communication Skills, Ms Office