Customer Service Advisor Voice, Chat

Role Overview: As an International Customer Service Representative at our leading Business Process Outsourcing (BPO) provider, you will be responsible for handling inbound and outbound customer interactions across voice, chat, and email channels for international customers. Your primary goal will be to ensure timely and accurate resolutions while using CRM tools to log interactions and update customer records. You will play a crucial role in meeting or exceeding defined KPIs and SLAs, resolving product and technical queries, contributing to knowledge base maintenance, and participating in quality assurance reviews and continuous improvement initiatives. Key Responsibilities: - Handle inbound and outbound customer interactions across voice, chat, and email channels for international customers - Use CRM tools to log interactions, update customer records, and track follow-ups - Meet or exceed defined KPIs and SLAs including response time, first-contact resolution, and quality scores - Resolve product, billing, order, and technical queries by troubleshooting and coordinating with internal teams - Contribute to and maintain the knowledge base, process documentation, and standardized response templates - Participate in quality assurance reviews, training sessions, and continuous improvement initiatives Qualifications Required: - Fluent English (spoken and written) with clear accent and professional telephone etiquette - Proven experience handling international voice, chat, and email support in a BPO or customer-support environment - Familiarity with CRM and ticketing platforms such as Zendesk or Salesforce Service Cloud - Strong problem-solving and escalation management skills with SLA-driven delivery - Comfortable working in rotational shifts and flexible schedules to cover international time zones - Proficiency with MS Excel and Google Workspace for reporting and documentation (Note: The additional details of the company are not present in the provided job description.) Role Overview: As an International Customer Service Representative at our leading Business Process Outsourcing (BPO) provider, you will be responsible for handling inbound and outbound customer interactions across voice, chat, and email channels for international customers. Your primary goal will be to ensure timely and accurate resolutions while using CRM tools to log interactions and update customer records. You will play a crucial role in meeting or exceeding defined KPIs and SLAs, resolving product and technical queries, contributing to knowledge base maintenance, and participating in quality assurance reviews and continuous improvement initiatives. Key Responsibilities: - Handle inbound and outbound customer interactions across voice, chat, and email channels for international customers - Use CRM tools to log interactions, update customer records, and track follow-ups - Meet or exceed defined KPIs and SLAs including response time, first-contact resolution, and quality scores - Resolve product, billing, order, and technical queries by troubleshooting and coordinating with internal teams - Contribute to and maintain the knowledge base, process documentation, and standardized response templates - Participate in quality assurance reviews, training sessions, and continuous improvement initiatives Qualifications Required: - Fluent English (spoken and written) with clear accent and professional telephone etiquette - Proven experience handling international voice, chat, and email support in a BPO or customer-support environment - Familiarity with CRM and ticketing platforms such as Zendesk or Salesforce Service Cloud - Strong problem-solving and escalation management skills with SLA-driven delivery - Comfortable working in rotational shifts and flexible schedules to cover international time zones - Proficiency with MS Excel and Google Workspace for reporting and documentation (Note: The additional details of the company are not present in the provided job description.)