International Customer Service Representative

Key Responsibilities

• Handle customer inquiries through inbound and outbound calls, live chat, and email.
• Communicate professionally with customers across international markets.
• Understand customer requirements and provide accurate, timely responses.
• Resolve customer concerns with patience, empathy, and a solution-oriented approach.
• Maintain excellent customer experience across all communication channels.
• Handle international calls confidently and professionally.
• Demonstrate excellent spoken English, pronunciation, grammar, and vocabulary.
• Understand different English accents and communicate across cultures.
• Explain processes and service information clearly.
• Handle complaints, objections, and escalations professionally.
• Manage customer conversations efficiently and respond within expected timelines.
• Write clear, grammatically correct, and professional messages.
• Understand customer concerns and provide relevant solutions.
• Personalize responses instead of relying entirely on scripts.
• Maintain accurate conversation records and follow-up notes.
• Draft professional customer emails with excellent grammar, vocabulary, punctuation, and sentence construction.
• Respond to customer inquiries, complaints, follow-ups, and service-related requests.
• Maintain the appropriate tone, clarity, and structure in written communications.
• Proofread emails before sending and ensure every query is addressed properly.
• Follow email response standards and maintain confidentiality.
• Record customer interactions, inquiries, and follow-up activities in the CRM.
• Track pending cases and coordinate with internal teams for resolution.
• Maintain accurate customer records and case status updates.
• Follow company SOPs, quality standards, and escalation procedures.
• Meet assigned quality, productivity, response time, and customer satisfaction targets.
• Maintain professionalism during challenging customer interactions.
• Accept feedback and continuously improve communication skills.
• Handle customer information responsibly and follow data protection policies.

Requirements & Tech Stack

• Outstanding English communication skills, both verbal and written.
• Excellent vocabulary, grammar, spelling, punctuation, and sentence construction.
• Ability to draft professional emails independently.
• Confidence in communicating with US, UK, Australian, Canadian, and other international customers.
• Ability to understand different English accents.
• Strong listening, problem-solving, interpersonal, and multitasking skills.
• Good computer skills and familiarity with email, CRM, chat, or ticketing platforms.
• Professional attitude, attention to detail, and customer-first mindset.

Night Shift Requirements

• Must be comfortable working night shifts aligned with international client time zones.
• Flexibility to work rotational shifts and weekends when required by business operations.
• Reliable attendance, punctuality, and adherence to assigned schedules.

Qualifications

• Experience in international customer support, BPO, customer service, or customer experience is preferred.
• Experience in any of the following areas is beneficial:
• International BPO and contact centres.
• Voice, chat, and email support.
• Customer relationship management.
• Technical support and helpdesk operations.
• Travel, hospitality, e-commerce, and international service industries.
• Multichannel customer engagement platforms.