International Customer Service

Customer Support Executive – International Customer Service

Job Overview

We are hiring Customer Support Executives for an international customer service environment in Kolkata. The role involves assisting international customers, understanding their concerns, providing accurate resolutions, and ensuring a high-quality customer experience.

Candidates may be considered for either International Voice Support or International Chat Support, depending on their communication skills, typing ability, assessment performance, and business requirements.

This is a Work From Office opportunity suitable for candidates with prior customer service experience and strong English communication skills.

Key Responsibilities

Customer Support

• Handle customer interactions professionally through voice or chat support.

• Understand customer queries, concerns, and requirements through effective probing.

• Provide accurate information and appropriate resolutions based on established process guidelines.

• Maintain a customer-focused approach throughout every interaction.

• Handle difficult or dissatisfied customers calmly and professionally.

Issue Resolution

• Identify the customer's concern and determine the appropriate course of action.

• Resolve customer issues at the first level wherever possible.

• Follow defined Standard Operating Procedures (SOPs) while handling customer requests.

• Escalate complex or unresolved issues to the appropriate team.

• Ensure proper closure of customer interactions.

Documentation

• Accurately record customer interactions and resolutions in the relevant system.

• Maintain complete and updated case/customer information.

• Follow all documentation, process, security, and compliance requirements.

Performance & Quality

• Meet defined productivity and quality targets.

• Maintain required Customer Satisfaction (CSAT) standards.

• Maintain attendance and schedule adherence.

• Follow process-specific quality parameters and customer-handling guidelines.

• Consistently maintain professional communication and service standards.

Candidate Eligibility

Educational Qualification

• Minimum qualification: 10+2 / Higher Secondary or above

• Graduates and undergraduates can apply.

Experience

• Fresher or Min 6 months of customer service experience is mandatory.

• Candidates with experience in BPO, customer support, international voice/chat, retail customer service, or similar customer-facing roles are preferred.

Communication Requirements

• Good spoken English communication is mandatory.

• Good Hindi communication is required.

• Candidates should have strong listening and comprehension skills.

• Candidates should be comfortable communicating with international customers.

Assessment Requirements

Versant Assessment

• Minimum qualifying Versant score: 4 or above

• Candidates should be prepared for an English communication assessment as part of the selection process.

Typing Assessment

Candidates applying for or being considered for the chat profile will also be evaluated on:

• Typing speed

• Accuracy

• Written English

• Grammar

• Ability to handle multiple customer conversations

International Voice Support

Salary Structure

₹30,000 CTC per month

₹25,000 In-Hand per month

Work Schedule

• 5 Days Working

• 2 Rotational Week Offs

• 24×7 business environment

• Current operating window: approximately 6:00 AM to 12:00 Midnight

• Any 9-hour shift, including applicable break time

• Shift timings may change according to business requirements.

Transportation

• One-way cab facility available for eligible odd-hour shifts.

• Cab eligibility will depend on shift timing and applicable transportation guidelines.

Voice Profile Responsibilities

• Handle inbound customer calls from international customers.

• Understand customer concerns through effective probing.

• Provide accurate resolutions and information.

• Troubleshoot basic customer/service-related issues where applicable.

• Maintain call quality and customer satisfaction.

• Document the interaction accurately after every call.

International Chat Support

Salary Structure

₹23,000 CTC per month

₹18,000 In-Hand per month

Work Schedule

• 5 Days Working

• 2 Rotational Week Offs

• 24×7 business environment

• Current operating window: approximately 6:00 AM to 12:00 Midnight

• Any 9-hour shift, including applicable break time

• Shift timings may change according to business requirements.

Transportation

• One-way cab facility available for eligible odd-hour shifts.

Chat Profile Responsibilities

• Handle customer queries through live chat.

• Manage multiple customer conversations where required.

• Understand customer concerns quickly through written communication.

• Provide accurate and grammatically correct responses.

• Maintain appropriate response times.

• Document customer interactions accurately.

• Maintain quality, productivity, and customer satisfaction standards.

Compensation for Assessment Levels

For applicable profiles where the assessment-based salary structure is followed:

• Assessment Level 4: ₹21,000 CTC

• Assessment Level 5: ₹22,000 CTC

Final compensation will be determined according to the applicable profile, assessment result, and hiring criteria.

Ideal Candidate Profile

The ideal candidate should have:

• Minimum 6 months of customer service experience.

• Strong English communication skills.

• Good Hindi communication skills.

• Good listening and comprehension ability.

• A customer-centric approach.

• Basic computer knowledge.

• Good problem-solving ability.

• Ability to work under pressure.

• Professional attitude and communication.

• Willingness to work rotational shifts.

• Ability to work from office in Kolkata.

Selection Process

The hiring process consists of:

HR Interview → Operations Interview → Client Interview → Versant Assessment → Typing Assessment

Candidates must successfully clear the applicable interview and assessment stages to proceed with selection.

Work Location

Kolkata – Sector 5

The workplace is located in the Godrej Waterside complex, Tower 2.

Nearest Bus Stop: College More

Work Mode: Work From Office

Important Candidate Requirements

• Candidates must have good English and Hindi communication.

• Minimum qualifying Versant score: 4+.

• Candidates should be comfortable working rotational shifts.

• Candidates must be willing to work from the Kolkata office.

• Candidates should carry/submit the required documents during the hiring process.

• Final selection and salary will be subject to successful completion of all applicable assessments and interview rounds.

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