Job Description
About the Role
We are looking for experienced and customer-focused Customer Support Representatives (CSR) to handle Voice and Chat support for U.S.-based clients. The ideal candidate must have prior experience working in U.S. call center environments and demonstrate strong communication skills, problem-solving ability, and customer handling expertise.
This role requires flexibility to work in rotational shifts aligned with U.S. business hours.
Key Responsibilities
Voice Support
Handle inbound and outbound customer calls for U.S. clients
Resolve customer queries efficiently and professionally
Follow call scripts and quality standards
Escalate issues when necessary
Maintain high customer satisfaction scores
Chat Support
Respond to customer inquiries via live chat and email
Maintain professional tone and grammar
Provide accurate and timely resolutions
Handle multiple chats simultaneously
Maintain documentation of interactions
Key Responsibilities
- Client & Process Responsibilities
- Adhere to client-specific communication guidelines
- Meet KPIs such as AHT, CSAT, FCR, and SLA targets
- Maintain confidentiality and data security
- Coordinate with internal teams for issue resolution
- Participate in training and quality improvement sessions
- Required Skills & Qualifications
- 1–3 years of experience in U.S. voice process or call center
- Excellent spoken and written English
- Neutral or American accent preferred
- Strong customer handling skills
- Ability to work under pressure
- Basic computer and CRM knowledge
- Good typing speed for chat support
Requirements
- Preferred Skills (Added Advantage)
- Experience handling multiple U.S. clients
- Familiarity with CRM tools (Zendesk, Freshdesk, Salesforce, etc.)
- Exposure to sales or upselling (if applicable)
- Understanding of call center performance metrics
- Soft Skills Required
- Strong communication skills
- Professional attitude
- Active listening skills
- Team collaboration mindset
- Adaptability to rotational shifts
- Problem-solving approach
- What We Offer
- Opportunity to work with U.S.-based clients
- Exposure to international customer support standards
- Career growth in customer service & operations
- Structured and professional work environment