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

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

LSG - Legal Solutions GroupKochi, Ernakulam (district), India
1 day ago
Job description

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!

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    Customer Support • Kochi, Ernakulam (district), India