International Customer Support Specialist

Weekend Shift | Work From Home | US International Voice Process
Grovon Solutions is building a dedicated customer support team in India for a leading international event ticketing platform. We are looking for experienced customer support professionals with strong international voice process experience to handle customer queries, grievances, ticket disputes, refund requests, and payment-related issues for US customers.
This is a part-time, work-from-home opportunity designed for professionals seeking a flexible work arrangement while leveraging their existing international BPO experience.
Position Details
Role Title: International Customer Support Specialist
Employment Type: Part-Time
Number of Openings: 5
Work Mode: Work From Home (WFH)
Process Type: International Voice — US Customers
Industry: Event Ticketing / Customer Experience
Working Days: Friday and Saturday
Shift Window: 10:00 AM–7:00 PM EST
Working Hours: 8 working hours per day, within the designated shift window
Monthly Schedule: Approximately 8 working days per month
Compensation: ₹15,000–₹20,000 per month, depending on experience and suitability
Key Responsibilities
Handle inbound calls from US customers regarding event ticket orders, cancellations, refunds, booking issues, and disputes.
Manage customer grievances from initial complaint logging through resolution and closure.
Assist customers with platform navigation, ticketing concerns, and payment-related queries.
Handle chargeback and payment dispute queries in accordance with established procedures.
Maintain accurate records of customer interactions using CRM and ticketing systems.
Escalate complex or unresolved issues to the relevant internal teams.
Communicate clearly and empathetically with customers while maintaining professional service standards.
Meet defined quality, customer satisfaction, and resolution benchmarks.
Required Experience and Qualifications
Minimum 3 years of experience in Voice / BPO customer support.
At least 1 year of experience in a US or international voice process.
Prior experience in grievance handling, complaint resolution, escalation management, or chargeback processing.
Experience in Insurance Claims, Credit Card Services, BFSI, or other structured customer support processes will be preferred.
A stable employment history with meaningful tenure at previous organizations.
Strong spoken English with clear pronunciation and professional communication skills.
Familiarity with CRM platforms such as Salesforce, Freshdesk, or similar tools.
Working knowledge of MS Office applications, including Word, Excel, and Outlook.
Please note: Candidates with chat-only or email-only support experience will not be considered for this voice-based role.
Working Schedules and Training
Regular working shifts will be scheduled on Fridays and Saturdays, with eight working hours per day within the 10:00 AM–7:00 PM EST shift window.
The role is expected to involve approximately eight working days per month.
Additional hours may be offered depending on business requirements and operational needs. These will be optional and subject to mutual availability and applicable company policies.
Selected candidates should be available for an initial training programme on weekdays, Monday through Friday, before transitioning to the regular weekend schedule.
The preference is to onboard and train all selected candidates together. Where a full-day training schedule is not feasible, a minimum of four hours of training per day may be arranged, subject to the training plan.
The final training schedule and joining details will be communicated to selected candidates.
Work From Home Requirements
A reliable, high-speed internet connection.
A quiet, dedicated workspace suitable for professional customer calls.
A personal laptop or desktop meeting the system requirements shared during onboarding.
Power backup is preferred to ensure continuity during customer interactions.
Ideal Candidate Profile
We are looking for dependable, customer-focused professionals who have prior experience managing international customer interactions and can independently resolve customer concerns. The ideal candidate will demonstrate strong communication skills, sound judgment, empathy, and a commitment to maintaining service quality in a remote working environment.

Work arrangement
Yes