Job Summary
Fresher Jobs Hub is looking for empathetic, tech-savvy Inbound Customer Service Representatives to delight our clients’ customers across phone, email, and chat. You’ll be the first line of support—answering queries, resolving issues, documenting interactions in a CRM, and ensuring every customer leaves the conversation satisfied. This is an excellent opportunity for fresh graduates and early-career professionals who are comfortable working U.S. business hours and thrive in a service-first environment.
Key Responsibilities
- Handle high-volume inbound calls, emails, and live chats with professionalism and empathy.
- Diagnose customer issues, provide accurate information, and deliver timely resolutions or escalations.
- Log every interaction comprehensively in the CRM (tickets, case notes, disposition codes).
- Meet or exceed KPIs such as First Contact Resolution (FCR), Average Handle Time (AHT), CSAT/NPS, and schedule adherence.
- Follow call scripts, knowledge base articles, and SOPs while using sound judgment to personalize service.
- De-escalate challenging interactions and manage conflicts with patience and positivity.
- Collaborate with cross-functional teams (Technical Support, Billing, Logistics, Product) to close the loop on complex cases.
- Identify recurring issues and share feedback to improve processes, FAQs, and product documentation.
- Maintain data privacy and comply with all security, quality, and regulatory standards.
- Participate in regular coaching, QA calibrations, and training refreshers.
Required Skills and Qualifications
- Excellent verbal and written communication skills in English (neutral/clear accent preferred).
- Strong active listening, problem-solving, and customer empathy.
- Comfortable working with CRMs, ticketing tools, and omnichannel support platforms.
- Ability to multitask (navigate systems while conversing) and stay calm under pressure.
- Availability to work night shifts aligned with U.S. time zones (EST/PST), weekends, and holidays if rostered.
- Typing speed of 35+ WPM with high accuracy (preferred).
- Reliable high-speed internet and a quiet, distraction-free workspace (for remote roles).
Experience
- 0–2 years in customer service/contact centers (freshers are welcome).
- Prior experience in U.S. process/customer support is an advantage.
- Exposure to CRM tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) is a plus.
Working Hours
- Fixed or rotating shifts aligned with United States business hours (e.g., 6:00 PM–3:00 AM or 9:00 PM–6:00 AM IST equivalents, depending on client/time zone).
- 5-day work week; rotational offs as per process needs.
- Overtime/holiday work may be required during peak periods, with applicable compensation per policy.
Knowledge, Skills, and Abilities
- Customer-centric mindset with a passion for service excellence.
- High attention to detail and accurate documentation.
- Ability to follow structured processes while thinking critically to solve unique problems.
- Strong teamwork, coachability, and openness to feedback.
- Basic understanding of SLAs, QA scores, and contact center metrics.
- Cultural sensitivity when dealing with U.S.-based customers.
Benefits
- Competitive salary with night shift allowance and performance incentives.
- Health insurance (as per company policy/region).
- Paid time off, sick leave, and holiday pay (per policy).
- Structured onboarding, continuous training, and career progression pathways.
- Work-from-home flexibility (role/process dependent).
- Employee Assistance Program (EAP) and wellness initiatives.
Why Join Fresher Jobs Hub
- Perfect for freshers & early-career professionals looking to build a strong foundation in customer operations.
- Exposure to global customers and best-in-class support tools.
- Merit-based growth with mentorship, upskilling, and cross-functional opportunities.
- Inclusive, supportive culture that recognizes performance and potential.
How to Apply
- Send your resume (PDF preferred) with the subject line: “Inbound CSR – USA Hours – [Your Name]”.
- Include a brief cover note describing your availability for U.S. shifts and your expected CTC.
- (Optional) Attach a 60–90 second voice recording demonstrating your spoken English and clarity.
- Shortlisted candidates will undergo:
- Communication & aptitude assessment
- Role-play / mock call
- Final HR & operations interview
Apply now and start your customer service career with a company that invests in your growth!