Job Description
About the Role
The International Customer Support Executive is responsible for handling customer queries from global clients across multiple regions, ensuring timely resolutions while delivering a high-quality service experience. The role requires strong communication skills, cultural awareness, and the ability to work efficiently in a fast-paced international environment.
Key Responsibilities
- Provide professional customer support to international clients via phone, email, chat, and ticketing systems.
- Handle inquiries related to product usage, account support, order processing, technical issues, and service-related concerns.
- Diagnose and troubleshoot issues, ensuring proper escalation to relevant internal teams when needed.
- Maintain detailed and accurate records of all interactions in CRM/ticketing tools (e.g., Zendesk, Salesforce, Freshdesk).
- Meet performance KPIs such as response time, customer satisfaction (CSAT), first contact resolution (FCR), and quality scores.
- Adapt communication style to diverse global customers and adhere to international service standards.
- Collaborate with cross-functional teams (Tech, Operations, Sales, Logistics) to resolve complex issues.
- Provide feedback to improve processes, product usability, and customer experience.
- Ensure compliance with company policies, data security, and global service guidelines.
Required Skills & Qualifications
- Bachelor’s degree (preferred but not mandatory).
- 0–3 years of experience in international customer support, BPO, or global service operations.
- Excellent verbal and written English communication; additional languages are a plus.
- Ability to multitask, manage time efficiently, and work in rotational/night shifts.
- Strong problem-solving skills and attention to detail.
- Ability to remain calm and professional during high-pressure situations.
- Familiarity with cultural sensitivities and global communication norms.
