International Customer Support Analyst

We are seeking an experienced International Customer Support Analyst to join our team in Mumbai. This role is pivotal in providing exceptional support to our international customers, addressing their queries, complaints, and escalations effectively. As an International Customer Support Analyst, you will be responsible for managing customer interactions through voice channels, ensuring that each customer receives the highest level of service. Key Responsibilities: - Handle customer queries and complaints with professionalism and empathy. - Resolve escalations and complex issues efficiently, ensuring customer satisfaction. - Maintain a strong understanding of service level agreements (SLA), key performance indicators (KPI), and customer satisfaction (CSAT) metrics. - Utilize CRM, case management, or ticketing tools to track and manage customer interactions. - Collaborate with team members to improve service quality and customer experience. - Participate in quality assurance activities, including call audits and evaluations, to enhance service delivery. - Provide coaching and support to junior team members as needed. Required Skills: - Proven experience in international customer service or support roles. - Strong complaint resolution and escalation-handling skills. - Excellent communication skills in English, with active listening and problem-solving abilities. - Familiarity with CRM systems and ticketing tools. - Ability to work in a fast-paced, 24/7 rotational shift environment. If you are passionate about delivering outstanding customer service and have the required experience, we encourage you to apply for this exciting opportunity.