Customer Service Representative - US Process

About the Role

Altruist Technologies Pvt. Ltd. invites skilled and dedicated professionals to become part of our US Process Customer Service team. This position is based onsite at Panchkula IT Park and requires working night shifts to align with US business hours. Candidates should possess over five years of experience specifically in US-focused customer service environments and demonstrate excellent communication and customer resolution abilities.

Responsibilities

• Manage inbound and outbound communication with customers based in the US.
• Provide clear, timely, and professional responses to customer inquiries.
• Listen attentively to customer issues, diagnose problems, and ensure their resolution.
• Drive customer satisfaction through empathetic and courteous interactions.
• Adhere to organizational policies, procedures, and service benchmarks.
• Maintain accurate documentation of all customer communications and resolutions within CRM or other relevant systems.
• Escalate complex cases or unresolved matters to appropriate supervisors or teams.
• Sustain standards related to productivity, service quality, and customer care.
• Collaborate effectively with peers and cross-functional teams to solve customer issues.
• Comply strictly with company and US-process guidelines.

Requirements

• A minimum of five years’ experience in customer service, preferably handling US client processes.
• Proven experience engaging with US-based customers.
• Exceptional verbal and written communication skills.
• Strong interpersonal abilities along with adept problem-solving skills.
• Capability to comprehend and address customer challenges with suitable solutions.
• Proficiency with computers and customer service CRM platforms.
• Ability to perform independently and collaboratively within team settings.
• Comfortable working night shifts corresponding to US time zones.
• Meticulous attention to detail with an aptitude for juggling multiple customer interactions efficiently.