Customer Support Specialist · Pune

GHRS Training LLP is hiring Customer Support Specialists for an international voice process supporting US telecom consumers.

Key Responsibilities

• Handle inbound customer calls and inquiries with professionalism, patience, and active listening.
• Provide prompt and accurate troubleshooting for US telecom services, account queries, and billing issues.
• Maintain high first-contact resolution (FCR) rates and ensure superior customer satisfaction (CSAT) scores.
• Accurately log all customer interactions, service requests, and case details into the CRM system.
• De-escalate challenging customer scenarios calmly and follow standard escalation matrices when necessary.
• Adhere to quality assurance guidelines, call scripting, and international voice communication standards.
• Follow up with internal technical and support teams to resolve complex customer issues.
• Adapt effectively to rotational US night shifts while maintaining consistent performance standards.
• Participate in ongoing product training, process refreshers, and quality calibration sessions.
• Meet key daily and weekly operational performance metrics including average handle time (AHT) and adherence.