GBS Customer Service Rep

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Job Description

The US NASA Customer Care Representative (CCR) will be responsible for delivering exceptional customer service to US-based clients through calls, chats and emails, and other communication channels, depending on the business requirements. This role requires strong communication skills, the ability to handle customer queries effectively, and a proactive approach to problem-solving. CCRs are expected to maintain professionalism, demonstrate empathy, and ensure customer satisfaction while adhering to process guidelines.

Key Responsibilities:

· Handle inbound and outbound customer calls with professionalism and clarity.

· Provide accurate information and solutions to customer queries related to their accounts, gigs, and other queries.

· Maintain high-quality standards in communication and production.

· Document customer interactions and update systems accurately.

· Collaborate with the quality team and team leaders to resolve issues promptly if required.

· Contribute to the team by meeting productivity, quality, and KPI goals.

· Stay updated on process changes, process knowledge, and service guidelines.

Knowledge & Skills:

· Excellent verbal and written communication skills in English.

· Strong interpersonal skills with active listening ability.

· Customer-centric mindset with problem-solving attitude.

· Ability to stay composed and deliver quality service under pressure.

· Basic proficiency in MS Office (Word, Excel, Outlook, PowerPoint).

· Require an organized, dependable, and self-motivated attitude.

Qualifications & Experience:

· Graduation should be completed in any stream.

· Prior US-based customer service experience - Preferred.

Other Requirements:

· Should be ready to work for India's night shifts including graveyard shifts.

· Should be ready to work on weekends (Saturday & Sunday)

· Work from the office is mandatory.

Employee Type:

Permanent

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