CSR

This Customer Service Representative (CSR) role offers a dynamic blend of customer support and operational responsibilities, extending well beyond traditional call handling. You will engage with customers via phone, email, and live chat, while also managing essential back-office functions such as order processing, account maintenance, data management, and reporting. Strong spoken and written English skills are crucial, as the position involves regular interaction with international clients and internal teams.

Key Responsibilities

Operations:
- Accurately process orders, account updates, renewals, and service requests within established timelines.
- Maintain and verify customer records, databases, and related documentation to ensure data integrity.
- Monitor ticket queues, workflows, and backlogs to guarantee timely completion of tasks.
- Prepare daily and weekly reports detailing ticket volumes, turnaround times, and outstanding issues.
- Collaborate with technical support, billing, sales, and other departments to ensure seamless operations.
- Identify process inefficiencies or recurring problems and recommend workflow improvements.
- Adhere strictly to standard operating procedures (SOPs), compliance guidelines, and data privacy standards.

Customer Support:
- Respond promptly and professionally to customer inquiries via calls, emails, and live chats.
- Understand customer concerns thoroughly, provide accurate information, and aim to resolve queries on first contact whenever possible.
- Log all customer interactions and follow-ups in the CRM or ticketing system.
- Escalate complex issues to the appropriate teams and track their resolution until closure.
- Consistently meet performance targets related to response times, resolution rates, quality scores, and customer satisfaction (CSAT).

Required Qualifications
- 1 to 2 years of practical experience in operations roles such as order processing, data management, or back-office support combined with customer-facing responsibilities.
- Bachelor’s degree or equivalent qualification in any discipline.
- Excellent listening skills with the ability to communicate information clearly and patiently.
- Proficiency in MS Office or Google Workspace and familiarity with CRM or ticketing software.
- Strong multitasking abilities, calmness under pressure, and effective time management skills.

Preferred Qualifications and Benefits
- Experience supporting software, SaaS, or technology customers is highly desirable.
- Previous exposure to working with international clients, particularly from the US, UK, or Australia.
- Basic troubleshooting skills related to software or account issues.
- A positive, customer-centric attitude and eagerness to learn quickly.

What We Offer
- Competitive salary package.
- Comprehensive training and onboarding on company products and tools.
- Defined career progression opportunities, including advancement to Senior CSR and Team Lead roles.
- A supportive and collaborative team environment that fosters growth and development.

Please note that strong English communication skills are essential for this role. The position is based on-site and offers a salary starting from Rs0.10 per month.