International Customer Support Executive

Roles & Responsibilities

​The day-to-day duties generally center around managing client accounts, resolve queries, and ensuring high customer satisfaction metrics (Pattnaik, 2014):

​Inbound/Outbound Support: Handling customer queries via phone calls (Voice), emails, or live chat support (Non-Voice).

​Issue Resolution: Identifying, troubleshooting, and resolving end-user problems regarding products, services, billing, or technical issues based on standard operating procedures.

​Data Entry & CRM Management: Accurately updating and maintaining customer interaction logs, service requests, and account updates in customer relationship management (CRM) tools like Salesforce or internal enterprise platforms (Footprint, 2014).

​SLA Compliance: Adhering strictly to Service Level Agreements (SLAs) regarding average handle time (AHT), customer satisfaction scores (CSAT), and first-call resolution (FCR) targets.

​Escalation Management: Routing complex issues to higher-tier technical support or specific internal departments when standard workflows do not resolve the issue.

​Eligibility & Skill Requirements

​Education: Typically open to Graduates from any stream (B.Com, B.Sc, BBA, BA, etc.). Postgraduates or technical degrees (like B.Tech) are sometimes restricted depending on the specific domestic vs. international process requirements.

​Communication Skills: Excellent verbal and written English communication skills are mandatory for international voice profiles. Strong active listening and a neutral accent are preferred.

​Technical Literacy: Basic proficiency with computers, MS Office suite (Word, Excel), and comfortable navigating multiple system windows simultaneously.

​Flexibility: Willingness to work in a continuous 24/7 environment, including night shifts, weekends, and public holidays (with rotational weeks off).

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