Customer Care Representative – Associate

About the Role

Job Title: Customer Care Representative – Associate Location: Gurugram Shift: Permanent Night Shift (5 Days Working). Timing: 6:30 PM – 4:30 AM Week Off: Any 2 Rotational Days Transportation: Pick-up and Drop Facility Provided Our client is US MNC. They are looking for Customer Care Representative - Associates. What you will do • Adhere to defined processes, compliance standards, and quality benchmarks while maintaining accuracy and completeness. • Handle inbound calls to support US-based shippers with queries related to bookings, account setup, quotes, and shipment status. • Provide end-to-end customer support by resolving inquiries efficiently while ensuring a high-quality customer experience. • Assist customers with bookings, account creation, and basic onboarding processes as defined as guidelines. • Address complaints and service issues with a focus on first-call resolution and customer satisfaction. • Manage and track customer cases, ensuring timely follow-ups and closure within agreed SLAs. • Identify potential service failures and take proactive steps to prevent recurring issues. • Escalate complex or high-impact issues to senior team members as required, ensuring proper documentation. You will be a great fit if you • Have strong verbal and written communication skills, with the ability to handle US-based customer interactions confidently over calls. • Are customer-focused and demonstrate empathy while resolving queries, complaints, and service issues. • Have experience in customer support, preferably in a voice or calling environment. • Can manage multiple customer cases effectively, ensuring timely follow-ups and resolution within SLAs. • Possess good problem-solving skills and can make sound decisions within defined processes and guidelines. • Are detail-oriented and ensure accuracy, completeness, and compliance while handling customer interactions. • Are comfortable working in a fast-paced, target-driven environment with a focus on quality and productivity metrics. • Can collaborate with cross-functional teams to drive seamless issue resolution. • Show a proactive mindset by identifying potential issues early and contributing to process improvements. • Are proficient in basic computer applications (MS Office, CRM tools) and can quickly adapt to new systems. • What you can expect • Attractive remuneration package • Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects • A supportive and inclusive work environment. • Mentorship and guidance from industry professionals. • Exposure to real-world projects and challenges in Marketing, Operations and other functions. • Valuable skills and experience to enhance your resume. • Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be