Senior Customer Service Representative

Senior Customer Service Representative (CSR)

Location: South Delhi

Employment Type: Full-time

Shift: Rotational (24×7 Operations, including Night Shifts)

About Us

We are a U.S.-focused trucking support company providing 24×7 customer service and logistics support to clients across the United States. We are looking for experienced customer service professionals who excel in communication, problem-solving, and delivering exceptional customer experiences in a fast-paced environment.

Key Responsibilities

• Handle customer interactions through voice and chat channels professionally and efficiently.
• Resolve customer queries, concerns, and escalations while maintaining high service standards.
• Coordinate with internal teams to ensure timely resolution of customer requests.
• Provide accurate information and maintain detailed records in CRM and support systems.
• Meet productivity, quality, and customer satisfaction targets.
• Build positive customer relationships through effective communication and problem-solving.
• Follow company processes and ensure compliance with client requirements.

Requirements

• Bachelor's degree, diploma, or equivalent qualification.
• 3–5 years of experience in an International BPO handling both Voice and Chat processes is mandatory.
• Excellent verbal and written English communication skills.
• Strong customer handling, conflict resolution, and interpersonal skills.
• Ability to multitask and perform effectively in a fast-paced environment.
• Proficiency in CRM tools and MS Office applications is preferred.
• Willingness to work rotational shifts, including night shifts aligned with U.S. business hours.

What We Offer

• Competitive salary with performance-based incentives.
• Opportunities for learning and professional development.
• Clear career progression:
• Senior Customer Service Representative → Team Lead → Assistant Manager → Operations Manager
• Supportive work culture, employee engagement activities, and long-term career opportunities.