Call Center Customer Service Representative

About the Company

Our client is US MNC. They are looking for Customer Care Representative - Associates. The ideal candidate loves talking to people and proactively solving issues.

About the Role

You will be responsible for converting customers into passionate evangelists.

Responsibilities

• Adhere to defined processes, compliance standards, and quality benchmarks while maintaining accuracy and completeness.
• Handle inbound calls to support US-based shippers with queries related to bookings, account setup, quotes, and shipment status.
• Provide end-to-end customer support by resolving inquiries efficiently while ensuring a high-quality customer experience.
• Assist customers with bookings, account creation, and basic onboarding processes as defined as guidelines.
• Address complaints and service issues with a focus on first-call resolution and customer satisfaction.
• Manage and track customer cases, ensuring timely follow-ups and closure within agreed SLAs.
• Identify potential service failures and take proactive steps to prevent recurring issues.
• Escalate complex or high-impact issues to senior team members as required, ensuring proper documentation.

Qualifications

• At least 6 months to 5 years' of relevant work experience.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Ability to multi-task, organize, and prioritize work.

Required Skills

• Have strong verbal and written communication skills, with the ability to handle US-based customer interactions confidently over calls.
• Are customer-focused and demonstrate empathy while resolving queries, complaints, and service issues.
• Have experience in customer support, preferably in a voice or calling environment.
• Can manage multiple customer cases effectively, ensuring timely follow-ups and resolution within SLAs.
• Possess good problem-solving skills and can make sound decisions within defined processes and guidelines.
• Are detail-oriented and ensure accuracy, completeness, and compliance while handling customer interactions.
• Are comfortable working in a fast-paced, target-driven environment with a focus on quality and productivity metrics.
• Can collaborate with cross-functional teams to drive seamless issue resolution.
• Show a proactive mindset by identifying potential issues early and contributing to process improvements.
• Are proficient in basic computer applications (MS Office, CRM tools) and can quickly adapt to new systems.

Preferred Skills

• Experience in customer support, preferably in a voice or calling environment.

Pay range and compensation package

• Attractive remuneration package.

Equal Opportunity Statement

A supportive and inclusive work environment.