Customer Support Associate

Customer Support Agent
Chennai, Tamil Nadu

Job Description :

Customer Care Representative (US Voice, Email & Chat)
Job Title: Customer Care Representative US Process
Location: Chennai
Process: Customer Care & Voice, Email & Chat
Shift: US/Night Shift
Work Mode: Work from Office

Job Summary
We are looking for customer-focused professionals to provide excellent customer service to US customers across Voice, Email, and Live Chat channels. The ideal candidate should have strong spoken and written English, good problem-solving skills, and the ability to resolve customer concerns professionally and efficiently.
Key Responsibilities

• Handle customer queries through inbound/outbound Voice calls, Email, and Live Chat.
• Understand customer concerns through active listening and appropriate probing.
• Provide accurate information and effective resolutions as per defined processes.
• Write clear, professional, and grammatically correct email responses.
• Handle live chat conversations professionally while maintaining response quality and accuracy.
• Troubleshoot customer issues and escalate unresolved cases when required.
• Maintain accurate customer interaction notes and case documentation.
• Meet defined performance standards for Quality, CSAT, FCR, AHT, productivity, and adherence.
• Follow customer data privacy, security, and compliance requirements.
• Participate in training, coaching, and continuous improvement activities.

Required Skills

• Excellent verbal and written English communication.
• Strong Voice communication and customer-handling skills.
• Good email writing, grammar, and email etiquette.
• Good chat etiquette and written communication skills.
• Strong active listening, probing, and problem-solving abilities.
• Good computer navigation and typing skills.
• Ability to handle difficult customers calmly and professionally.
• Comfortable working across Voice, Email, and Chat based on business requirements.
• Flexible to work in US/night shifts and rotational weekly offs.

Qualification & Experience

• Graduate in any discipline preferred.
• Freshers with excellent communication skills can be considered.
• Previous experience in US Voice, Email, Chat, International BPO, or Customer Service will be an added advantage.
• Preferred Candidate Profile
• A customer-focused, confident communicator who can take ownership of customer concerns, provide accurate resolutions, follow processes consistently, and deliver a professional customer experience.