customer support associate (US)

About the Role

BrightCHAMPS is looking for energetic and customer-focused professionals to join our Customer Support Operations team. As a Customer Support Associate– Voice Process, you will be responsible for handling customer interactions, resolving queries efficiently, and ensuring a seamless customer experience through inbound and outbound voice support.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Resolve customer queries, complaints, and escalations with empathy and accuracy.
• Provide information regarding products, services, payments, schedules, and processes.
• Maintain high customer satisfaction and service quality standards.
• Coordinate with internal teams to ensure quick issue resolution.
• Accurately update CRM systems and maintain customer records.
• Follow company SOPs, scripts, and communication guidelines.
• Meet daily productivity, quality, and performance metrics.

Requirements & Tech Stack

• Excellent verbal communication skills in English.
• Willingness to work in night shift.
• A personal laptop which can be used for official purpose.
• Strong interpersonal and customer-handling skills.
• Ability to manage difficult conversations professionally.
• Basic computer knowledge and familiarity with CRM tools.
• Ability to work in a fast-paced environment.
• Willingness to work 6 days a week including Saturdays and Sundays with rotational week offs.

Qualifications

• Prior experience in customer support/voice process/BPO is preferred.
• Freshers with strong communication skills can also apply.
• Active listening and problem-solving abilities.
• Strong multitasking skills.
• Positive attitude and customer-first mindset.
• Ability to work collaboratively within teams.