Customer support specialist-US Shift (Semi -voice)

Role Description This is a full-time, on-site International Customer Support – Semi Voice role based in Navi Mumbai. The role involves handling inbound and outbound customer interactions through both voice calls and written channels such as email or chat. Responsibilities include addressing product inquiries, resolving complaints, processing orders, and providing information on shipping, returns, and usage of organic products. The team member will document interactions accurately in the system, follow established support procedures, and coordinate with internal teams to ensure timely resolution. The role may also involve working with international customers across different time zones, requiring flexibility and adherence to service-level standards.
Qualifications
Customer service and communication: Strong verbal and written communication skills in English, active listening, and a customer-centric approach.
Semi voice support capabilities: Comfort handling both voice calls and non-voice channels (email, chat, messaging) with clear, professional responses.
Technical and process skills: Basic computer proficiency, ability to use CRM or ticketing tools, and careful documentation of customer interactions.
Problem-solving and professionalism: Ability to analyze customer issues, provide solutions, manage escalations, and maintain composure under pressure.
International support readiness: Willingness to work flexible shifts to support global customers, with cultural sensitivity and adaptability.
Educational background: High school diploma or equivalent required; a bachelor’s degree in any field is an advantage.
Domain interest: Interest in organic products, food safety, and health-focused consumer goods; prior experience in retail, e-commerce, or food industry support is a plus.

Work arrangement
No