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