Customer Support Representative

The Customer Service Representative (CSR) role is a dynamic position that blends customer support with operational responsibilities. Beyond handling inquiries via phone, email, and chat, the role involves managing back-office functions such as order processing, account maintenance, data management, and reporting. Strong spoken and written English skills are essential, as the position requires interaction with international clients and collaboration with internal teams.

Key Responsibilities

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

Customer Support
- Respond professionally and promptly to customer calls, emails, and live chats.
- Understand customer concerns, provide accurate information, and resolve queries on first contact whenever possible.
- Log every interaction and follow-up in the CRM or ticketing system.
- Escalate complex issues to appropriate teams and track them until resolution.
- Meet performance targets related to response time, resolution time, quality scores, and customer satisfaction (CSAT).

Required Qualifications
- 1 to 2 years of practical experience in operations such as order processing, data management, or back-office support combined with customer-facing responsibilities.
- Bachelor’s degree or equivalent qualification in any discipline.
- Strong listening skills with the ability to explain information clearly and patiently.
- Proficiency in MS Office or Google Workspace and familiarity with CRM or ticketing systems.
- Ability to multitask, remain calm under pressure, and manage time effectively.

Preferred Qualifications and Benefits
- Experience supporting software, SaaS, or technology customers is advantageous.
- Previous experience working with international clients from regions such as the US, UK, or Australia is preferred.
- Basic troubleshooting skills related to software or account issues.
- A positive, customer-first mindset and eagerness to learn quickly.

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

Please note that strong English communication skills are mandatory for this role. The position is based in-person, and compensation starts from Rs0.10 per month.