Global Customer Solutions Representative

We are Hiring - Voice Process Professionals - International Customer Support - Pune

Location: Pune, India

Mode: 100% Work from Office (WFO)

Work Type: Full-time | Night Shifts | Rotational Week Offs

Experience: 1 - 4 Years

Qualification: Any Full-Time Graduate (15 years of formal education)

Mandatory Requirements

• Must have experience into Customer support international voice process
• Must be able to work in night shifts
• Must be able to work from office (5 Days)
• Must be able to handle customers (US) inflow.

Candidates who meet the above criteria and accepting the above points will only be considered for further level of interview, others will be directly rejected due to not meeting the mandatory criteria.

Key Responsibilities

Customer Service

• Manage all customer interactions through chat with clarity, patience, and professionalism.
• Identify customer emotions, demonstrate empathy, and apply de-escalation techniques while maintaining service standards.
• Provide accurate information about products, features, and usage.

Technical Support & Troubleshooting

• Guide customers through step-by-step troubleshooting
• Identify when issues need escalation to field service, replacements, or specialized teams.
• Log accurate technical notes and resolutions.

Order, Warranty, Returns & Refund Management

• Assist with new orders, delivery scheduling, and order status checks.
• Explain return policies, trial periods, and warranty coverage.
• Process returns / refunds according to defined workflows and verify customer eligibility.
• Coordinate with other service teams when required.

Process Adherence & Quality

• Meet KPI targets such as handle time, no. of chats answered, CSAT, FCR, Quality scores, SA and other defined KPIs.
• Follow security, compliance, and data privacy guidelines for US customers.
• Maintain detailed and error-free documentation in CRM tools.

Mandatory Skills & Qualifications

1. Customer Service Expertise

• Minimum 1–2 years of international customer service experience (customer facing chats).
• Ability to manage difficult or emotional customers.

2. Communication Skills

• Excellent English communication
• Clear pronunciation
• Structured articulation
• Strong written grammar for chat
• Ability to simplify explanations for non-technical customers.

3. Technical Aptitude

• Ability to understand device components and follow troubleshooting scripts.
• Comfortable guiding customers through app / device connectivity steps.

4. Problem Solving & Decision-Making

• Logical reasoning to isolate root causes.
• Ability to handle multiple systems and follow defined workflows without errors.

5. Process Discipline

• Ability to adhere to US shift schedules and weekend/holiday rotations.

Preferred Skills

Customer-Facing or Industry Experience in

• US retail customer support
• Consumer electronics / smart devices (product support)
• Mattresses, furniture, or durable goods support (retail technical support)
• Technical support roles (L1)
• Ability to multitask between chat and system navigation

Technical Familiarity / Tech Savy

• Understanding of Wi-Fi / app connectivity basics.
• Experience with IoT or Bluetooth-enabled products.

Process Discipline

• Strong documentation accuracy.
• Familiarity with ticketing or CRM systems.

Competencies required

• Customer empathy & emotional intelligence
• Troubleshooting capability
• US culture neutrality
• Accuracy and attention to detail
• Stress tolerance
• Listening skills and probing ability

Interested or Know Someone Who Fits the Requirement?

If this role excites you and aligns with your experience, we’d love to hear from you! Please share your updated resume along with the following details to:

📧 [email protected]

📝 Candidate Information (Required for Screening)

• Full Name:
• Email ID & Mobile Number:
• Graduation Details (Degree):
• Date of Birth:
• Post-Graduation Details (if applicable):
• Total Experience:
• Relevant Experience (Customer Service / Solution Design):
• Current / Previous Company Name:
• Current CTC (₹):
• Expected CTC (₹):
• Notice Period:
• Current Location:

🚀 Apply Now and Take the Next Step in Your Career!

We’re excited to connect with passionate professionals who are ready to make an impact.

Tag them in a reply mail or reach out directly to apply!

Let's build the future of customer service together.

Warm Regards,

Talent Acquisition Team

Infosys BPM Ltd.

Human Resources | INFY HR

www.Infosysbpm.Com

Bangalore | Pune | Global Locations

Transforming Talent | Empowering Careers