About the role
Education: • Minimum 15 years of regular, full-time education (10 + 2 + 3) • Non-technical graduation • Must have completed 15 years of regular education
Must Have Skills: • Minimum 1-5 years of experience in International Customer Service Operations (Email, Chat, and/or Voice) • Hands-on experience in Voice, Email & Chat customer service support • Experience handling customer enquiries, complaints, and escalations • Strong customer handling and problem-solving skills • Flexible to work in a 24x7 shift environment • Open to working during weekends as per business requirements
Good To Have Skills: • Prior experience supporting UK customers • Experience in Utilities, Telecom, Banking, Retail, or similar industries • Experience working in UK shift hours (BST/GMT) • Strong coordination and interpersonal skills • Exposure to Agile working methodology
Process Specific Responsibilities: Customer Service Process Associate is responsible for delivering exceptional customer experience through Voice, Email, and Chat support channels. The role involves handling customer enquiries, complaints, account-related queries, billing concerns, payment issues, service requests, and escalations while ensuring adherence to quality, productivity, and compliance standards.
Key Responsibilities: • Handle customer enquiries through Voice, Email, and Chat channels • Resolve customer issues accurately and efficiently within defined timelines • Deliver high levels of customer satisfaction and First Contact Resolution (FCR) • Manage customer complaints and escalations with complete ownership • Maintain accurate records of customer interactions in internal systems • Meet quality, productivity, compliance, and customer experience targets • Work directly with customers while adhering to project timelines and SLAs • Follow Agile ways of working and support continuous improvement initiatives • Collaborate with internal teams to ensure prompt issue resolution • Ensure adherence to organizational policies and customer service standards
Education: • Bachelor's Degree (Non-Technical Graduation) • Minimum 15 years of regular education
Technical Skills: • Experience in Customer Service, Contact Centre, or BPO Operations • Knowledge of customer service processes and escalation management • Familiarity with CRM and customer service tools • Proficiency in MS Office applications
Soft Skills: • Excellent English communication skills (written and verbal) • Strong listening and questioning skills • Customer-centric approach with strong interpersonal skills • Analytical thinking and problem-solving ability • Attention to detail and accuracy • Ability to work in a fast-paced, deadline-driven environment
Preferred Qualifications: • 1-5 years of experience in international customer service projects/processes • Experience handling UK customers and international clients • Prior experience in Webchat, Email Support, and Voice Processes • Experience managing customer complaints and service recovery • Exposure to customer satisfaction and quality metrics Qualifications: BACHELOR OF ARTS