International customer Support/Care / Service Voice Process

Key Responsibilities:

• Provide timely and empathetic customer support via email, phone, live chat, and social media.
• Handle inquiries from international customers regarding orders, technical issues, product use, account management, and general troubleshooting.
• Maintain a thorough understanding of company products/services, policies, and processes.
• Log all customer interactions accurately in the CRM system (e.g., Zendesk, Freshdesk, Salesforce).
• Identify, document, and escalate technical or complex issues to the appropriate internal teams.
• Ensure compliance with international standards, cultural expectations, and local customer service norms.
• Work collaboratively with other departments (sales, logistics, IT, etc.) to resolve issues efficiently.
• Monitor service levels and ensure prompt resolution to maintain customer satisfaction.
• Gather customer feedback and provide insights to improve products, services, and the customer journey.
• Adhere to KPIs including response time, resolution rate, customer satisfaction score (CSAT), and Net Promoter Score (NPS).

Requirements:

• Bachelor's degree or equivalent professional experience.
• 1–4 years of experience in a customer support or client-facing role, preferably in an international setting.
• Excellent written and spoken English (additional language skills are a plus).
• Experience with customer service platforms such as Zendesk, Intercom, Fresh desk, or Salesforce.
• Strong interpersonal and communication skills.
• Ability to work independently and collaboratively in a fast-paced, multicultural environment.
• Flexibility to work shifts aligned with different time zones as needed.
• High attention to detail and excellent problem-solving skills.
• Strong organizational and multitasking abilities.