Customer Support Associate – Voice + Chat (International Process)

About the Role

The Customer Support Associate role involves handling customer queries through live chat and taking 1:1 voice calls to support customer experience (non technical calls — you will not be giving any professional advice, solely customer support), engaging directly with customers to resolve issues, answer questions, and provide a smooth support experience across both channels.

We are looking for someone confident, articulate, and customer-obsessed to join our team on a contractual basis. This role supports a UK-based process and requires someone who can handle both chat and voice interactions with equal ease, while staying polite, calm, and solution-focused, even in high-pressure situations.

Full training will be provided, so candidates who are quick learners and eager to grow in a customer support role are encouraged to apply.

If you have excellent English communication skills, a professional phone/chat manner, and enjoy helping customers, we'd love to hear from you.

Key Responsibilities

  • Handle customer queries through live chat and take 1:1 voice calls to support customer experience (non technical calls you will not be giving any professional advice, solely customer support), ensuring a seamless experience across both channels
  • Respond to customer questions, concerns, and complaints promptly, professionally, and empathetically
  • Maintain a calm, polite, and patient tone at all times, including with frustrated or upset customers
  • Accurately document all customer interactions, issues, and resolutions
  • Meet and exceed key performance metrics such as CSAT (Customer Satisfaction), AHT (Average Handling Time), and FCR (First Call Resolution)
  • Escalate complex or unresolved issues to the appropriate team/department in a timely manner
  • Multitask effectively to manage multiple chat conversations while maintaining quality and accuracy
  • Stay updated on product/service knowledge, company policies, and process changes
  • Adhere strictly to shift timings and attendance requirements

Required Qualifications & Skills

  • Education:Relevant Bachelor's degree
  • Experience: 1–2 years in a customer support role (chat and voice process)
  • Communication: Top-notch spoken and written English, clear, articulate, and grammatically accurate
  • Soft Skills: Polite, calm, patient, and empathetic under pressure
  • Strong active listening and problem-solving skills
  • Ability to work independently in a remote setup with minimal supervision
  • Good typing speed and accuracy for chat support

Remote Work Requirements

  • Laptop/desktop with a stable internet connection (minimum speed as specified by IT team)
  • Quiet, distraction-free workspace suitable for taking calls
  • Backup power/internet solution preferred for uninterrupted shift coverage

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

  • Work from home

Experience:

  • Customer support: 1 year (Required)

Work Location: Remote

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