Customer Support Executive international process

Role & responsibilities

We are looking for a customer-focused and communication-oriented Customer Support Executive to handle international customers through voice calls. The candidate will be responsible for resolving customer queries, providing accurate information, handling complaints, and ensuring a high level of customer satisfaction.

Key Responsibilities

Handle inbound and/or outbound calls from international customers.

Understand customer requirements and provide appropriate solutions.

Resolve customer queries, complaints, and service-related issues professionally.

Maintain excellent customer service standards throughout every interaction.

Communicate clearly and confidently in English.

Follow company policies, processes, and quality standards.

Accurately document customer interactions and update CRM/system records.

Escalate complex or unresolved issues to the appropriate team.

Meet defined KPIs such as AHT, CSAT, FCR, Quality Score, and Service Level.

Maintain productivity and adherence to assigned shifts.

Follow data privacy, security, and compliance requirements.

Work effectively with team members and support other operational requirements when needed.

Required Skills

Excellent verbal and written communication skills in English.

Good listening and comprehension skills.

Strong customer-handling and problem-solving abilities.

Ability to remain calm and professional while handling difficult customers.

Basic computer knowledge and familiarity with CRM/ticketing systems.

Good typing and documentation skills.

Ability to work in rotational shifts, including night shifts.

Willingness to work on weekends and holidays as per business requirements.

Qualification & Experience

Education: Minimum graduation preferred.

Experience: Freshers can apply; experience in an international voice process/customer support is an advantage.

Candidates should be comfortable working in an international customer-facing environment.

Key Performance Indicators (KPIs)

Quality Score

Customer Satisfaction (CSAT)

Average Handling Time (AHT)

First Call Resolution (FCR)

Service Level

Productivity

Attendance & Schedule Adherence

Preferred Candidate Profile

Customer-oriented attitude.

Positive and professional approach.

Strong interpersonal skills.

Ability to multitask and work under pressure.

Good analytical and problem-solving skills.

Flexible to work in rotational shifts.

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