Customer Service & Helpdesk Specialist
Posted 8 days ago
Job Viewed
Job Description
Your responsibilities will include troubleshooting technical issues, answering product-related questions, processing orders or returns, and resolving customer complaints with professionalism and efficiency. You will need to maintain detailed records of customer interactions and transactions, identify and escalate priority issues, and collaborate with other departments to ensure customer satisfaction. A deep understanding of the company's products or services is essential to provide accurate and helpful support.
This is a fully remote position, requiring you to have a reliable internet connection and a dedicated workspace. The ideal candidate is an excellent communicator, patient, and has a passion for helping others. You must be able to multitask, manage your time effectively, and remain calm under pressure. Proactive problem-solving and a commitment to delivering an exceptional customer experience are key. Training will be provided to ensure you are fully equipped to support our client's offerings.
Key Responsibilities:
- Respond to customer inquiries and provide support via phone, email, and chat.
- Troubleshoot and resolve technical issues and customer complaints.
- Guide customers through product features and functionalities.
- Process customer orders, returns, and exchanges accurately.
- Maintain customer records and document all interactions.
- Escalate complex issues to appropriate teams when necessary.
- Identify customer needs and suggest appropriate solutions.
- Gather customer feedback and relay it to management for service improvement.
- Adhere to company policies and procedures.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Proven customer support experience, preferably in a remote or helpdesk role.
- Excellent communication and active listening skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency with helpdesk software and CRM systems.
- Ability to multitask and manage time effectively in a remote environment.
- Patience and empathy when dealing with customer issues.
- Familiarity with common software applications and operating systems.
- A dedicated, quiet workspace and a stable internet connection.
Assistant Customer Service Manager-Voice
Posted 5 days ago
Job Viewed
Job Description
Job Title: Assistant Manager – Customer Service (Inbound Voice Process, B2C)
Work Location: Kochi (onsite role).
Department: Customer Support / Contact Center
Reports to: Manager / Operations Head
⸻
Job Summary:
We are seeking an experienced Assistant Manager – Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.
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Key Responsibilities:
Team Leadership & Management
• Lead, coach, and manage a team of 20+ customer service associates.
• Monitor daily performance, ensure adherence to schedules, and manage workforce planning.
• Conduct performance reviews, one-on-one discussions, and team huddles.
Customer Service Delivery
• Ensure timely and professional resolution of inbound customer queries and complaints.
• Handle escalations and ensure first call resolution (FCR).
• Maintain key SLAs including AHT, CSAT, NPS, and quality scores.
Performance & Reporting
• Track and analyze team performance against KPIs.
• Prepare daily/weekly/monthly MIS and share insights with management.
• Identify improvement areas and implement corrective measures.
Process Excellence & Compliance
• Ensure process adherence, quality standards, and compliance with company policies.
• Collaborate with training and quality teams to upskill team members.
• Drive continuous improvement initiatives to enhance customer experience.
Employee Engagement & Development
• Support hiring, onboarding, and training of new associates.
• Motivate team members through recognition programs and engagement activities.
• Develop high-potential employees for future leadership roles.
⸻
Key Skills & Competencies:
• Strong leadership and team-handling ability (20+ associates).
• Excellent communication and interpersonal skills.
• Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage.
• Problem-solving and conflict management skills.
• Proficiency in MS Excel, MIS reporting, and call center tools/CRM.
⸻
Qualifications & Experience:
• Graduate in any discipline.
• 4–7 years of experience in customer service (Inbound Voice, B2C).
• Minimum 1–2 years of experience in team handling (30+ members).
• Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.
Interested candidates are invited to share their CV via WhatsApp at or email at Please include the following details in your application:
- Name
- Phone number
- Total experience
- Current CTC
- Notice period
- Date of Birth
- Languages spoken
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Customer Service Specialist - Technical Support
Posted 2 days ago
Job Viewed
Job Description
Customer Service Manager - Technical Support
Posted 6 days ago
Job Viewed
Job Description
Key responsibilities include recruiting, training, and mentoring customer support staff, setting performance metrics, and monitoring team performance to ensure service level agreements (SLAs) are met. The manager will also be responsible for analyzing customer feedback, identifying trends, and implementing proactive solutions to prevent recurring issues. This position requires a strong understanding of technical support processes, excellent problem-solving skills, and the ability to communicate complex technical information clearly to customers and team members. A collaborative approach to working with other departments, such as product development and quality assurance, is essential. This hybrid role allows for a balance of in-office collaboration and remote work flexibility, fostering a productive team environment.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5-7 years of experience in customer service or technical support roles, with at least 2 years in a leadership or management capacity.
- Proven experience in managing and motivating customer support teams.
- In-depth knowledge of CRM software and helpdesk ticketing systems.
- Strong understanding of technical troubleshooting principles.
- Excellent communication, interpersonal, and conflict resolution skills.
- Ability to work effectively in a hybrid team setting.
Customer Service Representative for Cruise
Posted 23 days ago
Job Viewed
Job Description
Qualifications and Skills
- Strong communication skills with the ability to interact professionally with diverse customer groups and resolve issues effectively.
- Proven experience in a customer service role, preferably within the travel, hospitality, or service industry.
- Must be detail-oriented with the capability to manage multiple tasks simultaneously in a fast-paced environment.
- Ability to manage and process customer inquiries and complaints in a friendly and professional manner.
- Proficient in using customer relationship management (CRM) software and other related technologies.
- Must possess excellent problem-solving skills needed to quickly address and resolve travel-related concerns.
- Strong organizational skills and the ability to handle high-pressure situations with a positive attitude.
- Flexibility to work shifts, including evenings, weekends, and public holidays as required by the cruise industry.
Roles and Responsibilities
- Provide exceptional customer service support, addressing inquiries, bookings, and travel-related questions efficiently.
- Handle customer complaints diplomatically, ensuring prompt resolutions to enhance satisfaction and retention.
- Liaise with different cruise departments to provide accurate information and ensure seamless guest experiences.
- Assist in onboarding processes for new passengers, ensuring their expectations are understood and met.
- Update and maintain accurate passenger records and preferences in the CRM system.
- Receive feedback and suggestions from guests and relay this information for continuous service improvement.
- Collaborate closely with sales and marketing teams to promote special offers and amenities to passengers.
- Adhere to all company policies and standards while promoting a professional image of the cruise line.
Customer Service Representative (Tier 2 Support)
Posted 5 days ago
Job Viewed
Job Description
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide first-level technical support and troubleshoot customer issues related to products/services.
- Escalate complex issues to senior support teams when necessary, ensuring clear documentation.
- Educate customers on product features, functionalities, and troubleshooting steps.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Identify and report recurring customer issues and feedback to relevant departments for product improvement.
- Adhere to company service standards and performance metrics.
- Continuously expand knowledge of products and services to provide better support.
- Assist in training new customer service representatives on processes and best practices.
- Contribute to a positive and collaborative team environment.
- High school diploma or equivalent; Bachelor's degree is a plus.
- 1-3 years of experience in customer service or technical support roles.
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with a friendly and patient demeanor.
- Proficient in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Willingness to learn and adapt to new technologies and processes.
- Previous experience in a similar industry is an advantage.
Senior Customer Service & Technical Support Lead
Posted 14 days ago
Job Viewed
Job Description
Responsibilities:
- Lead, train, and mentor a team of customer service and technical support agents.
- Develop and implement customer service policies, procedures, and best practices.
- Manage the daily operations of the customer support department, ensuring efficient ticket resolution.
- Serve as a primary escalation point for complex customer issues and technical problems.
- Monitor customer service performance metrics (e.g., response time, resolution rate, customer satisfaction).
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with product and engineering teams to resolve technical issues and improve product usability.
- Create and update knowledge base articles and support documentation.
- Conduct regular team meetings, performance reviews, and provide ongoing coaching.
- Ensure compliance with service level agreements (SLAs).
- Contribute to the development of customer support strategies and initiatives.
- Maintain a positive and customer-centric approach within the support team.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support roles, with at least 2 years in a leadership capacity.
- Proven experience in managing and motivating support teams.
- Strong understanding of CRM software and helpdesk ticketing systems.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional communication, interpersonal, and conflict-resolution abilities.
- Ability to work effectively in both remote and on-site hybrid environments.
- Knowledge of customer service best practices and quality standards.
- Experience in developing training materials and conducting staff training.
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Team Leader – Customer Service (Inbound Voice Process, B2C)
Posted 5 days ago
Job Viewed
Job Description
Job Title: Team Leader – Customer Service (Inbound Voice Process, B2C)
Work Location: Kochi (onsite role).
Department: Customer Support / Contact Center
Reports to: Manager / Operations Head
⸻
Job Summary:
We are seeking an experienced Assistant Manager – Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.
⸻
Key Responsibilities:
Team Leadership & Management
• Lead, coach, and manage a team of 10+ customer service associates.
• Monitor daily performance, ensure adherence to schedules, and manage workforce planning.
• Conduct performance reviews, one-on-one discussions, and team huddles.
Customer Service Delivery
• Ensure timely and professional resolution of inbound customer queries and complaints.
• Handle escalations and ensure first call resolution (FCR).
• Maintain key SLAs including AHT, CSAT, NPS, and quality scores.
Performance & Reporting
• Track and analyze team performance against KPIs.
• Prepare daily/weekly/monthly MIS and share insights with management.
• Identify improvement areas and implement corrective measures.
Process Excellence & Compliance
• Ensure process adherence, quality standards, and compliance with company policies.
• Collaborate with training and quality teams to upskill team members.
• Drive continuous improvement initiatives to enhance customer experience.
Employee Engagement & Development
• Support hiring, onboarding, and training of new associates.
• Motivate team members through recognition programs and engagement activities.
• Develop high-potential employees for future leadership roles.
⸻
Key Skills & Competencies:
• Strong leadership and team-handling ability (20+ associates).
• Excellent communication and interpersonal skills.
• Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage.
• Problem-solving and conflict management skills.
• Proficiency in MS Excel, MIS reporting, and call center tools/CRM.
⸻
Qualifications & Experience:
• Graduate in any discipline.
• 4–7 years of experience in customer service (Inbound Voice, B2C).
• Minimum 1–2 years of experience in team handling (30+ members).
• Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.
Interested candidates are invited to share their CV via WhatsApp at or email at Please include the following details in your application:
- Name
- Phone number
- Total experience
- Current CTC
- Notice period
- Date of Birth
- Languages spoken
Let’s connect and build something amazing together!