Customer Service Representative

About the Role

Join TSI - Transworld Systems Inc. as a Semi-Voice Customer Service Representative in our Mumbai office. This is a full-time, work-from-office position requiring a U.S. schedule, meaning an India Night shift.

Key Responsibilities

• Handle calls to assist customers or clients with inquiries, resolve issues, and provide relevant information.
• Manage customer communication via email, chat, or other written channels to address queries and concerns effectively.
• Ensure all interactions with clients are handled professionally, ensuring excellent customer satisfaction.
• Process requests, updates, and documentation in the system related to the client’s needs.
• Resolve issues and provide solutions in a timely manner, collaborating with internal teams if needed.
• Maintain detailed records of customer interactions and transactions.
• Ensure compliance with company policies, guidelines, and customer confidentiality.
• Work efficiently to meet team and individual performance targets, including response times and resolution metrics.
• Escalate issues to appropriate teams when required to ensure customer satisfaction.

Requirements & Tech Stack

• English language proficiency is required.
• Ability to handle both voice and non-voice customer interactions effectively.
• Proficiency in using computers and common office applications (e.g., MS Office, CRM tools).
• Ability to read, write, and speak English fluently, clearly and with a neutral accent.
• Good computer typing skills.

Qualifications

• Excellent verbal and written communication skills, with professional phone etiquette.
• Strong problem-solving skills and the ability to address client concerns with minimal supervision.
• Ability to multi-task, manage time effectively, and work under pressure in a fast-paced environment.
• High attention to detail with the ability to process information accurately.
• Strong customer service orientation with a focus on delivering high-quality solutions.
• Good analytical skills, cognitive skills.
• Ability to work in a dynamic environment, adapting to changes in processes or technology.
• Bachelor’s Degree or equivalent is preferred.
• Undergraduates with 6 months of experience are also considered.

Work Location

• Work from Office position located at Vashi: 7th Floor, Vishwaroop IT Park, Sector 30-A, Vashi, Navi Mumbai – 400705.

Shift & Compensation

• Shift: Night
• Days Off: Saturday and Sunday
• Compensation: INR ₹2,00,000.00 - ₹3,60,000.00 per year

Additional Information

• Transport Facility / Transportation provided.
• Paid training.
• Team-oriented work environment.
• Growth opportunity.
• Comprehensive benefits package available: including medical, paid time off, and paid holidays.
• Working 5 days/week.