Customer Service Associate (US Process)

Mandatory Requirements

• Minimum 2 years of experience in a US Customer Service BPO process (Person with higher experience can apply for Quality / Trainer)

• Excellent verbal and written English communication skills 

• Comfortable working in US Night Shifts

Ready to travel to USA for 1 month for Training

• Must hold a valid Passport (Mandatory)

• Strong customer service and problem-solving skills 

• Basic computer proficiency and experience using CRM systems 

• Graduation preferred 

Key Responsibilities

• Handle customer inquiries through calls and email. 

• Resolve customer concerns efficiently while maintaining service quality. 

• Meet productivity, quality, and customer satisfaction targets. 

• Document customer interactions accurately in CRM systems. 

• Follow process guidelines and compliance requirements. 

• Escalate complex issues as per defined protocols. 

• Maintain high levels of professionalism and customer experience. 

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) 

• Quality Scores 

• Productivity Metrics 

• Attendance & Adherence 

• Average Handling Time (AHT) 

• Resolution Rate