Senior Customer Support Representative needed for US shift handling phone, email, and chat support. Must have 2+ years international voice experience.

About the Company

Jaincotech is a growing service-oriented organization based in Mumbai, committed to delivering exceptional customer experiences for its international clients. With a focus on process excellence and client satisfaction, the company operates across multiple communication channels, providing support to customers in the US and other global markets. Jaincotech values professionalism, empathy, and efficiency, and invests in its team members through structured training, modern tools, and a collaborative work environment.

Role Overview

We are hiring a Senior Customer Support Representative to join our team in Malad West, Mumbai. This role is a blended support position, meaning you will handle inbound and outbound phone calls, email correspondence, and live chat interactions with international customers. The work schedule is US-based night shift (5:30 PM – 2:30 AM IST), and the position requires a minimum of 2 years of international voice process experience. The ideal candidate is an excellent communicator, a problem-solver, and someone who takes genuine ownership of customer issues while working efficiently in a fast-paced environment.

Key Responsibilities

• Handle customer queries and service requests through phone, email, and chat, ensuring a smooth and professional experience at all times.
• Communicate clearly and confidently, demonstrating excellent telephone etiquette and strong written communication skills.
• Resolve customer concerns quickly and effectively by identifying the issue, providing accurate information, and offering practical solutions.
• Take ownership of customer issues and follow up until closure, ensuring every customer feels supported and valued.
• Manage multiple tasks and conversations efficiently, while maintaining high attention to detail and meeting process deadlines/SLAs.
• Accurately document interactions in CRM/ticketing tools, updating customer information and action steps taken.
• Escalate unresolved or complex issues to the appropriate team as per company procedures, while keeping the customer informed.
• Work collaboratively with peers and managers to share feedback, improve processes, and enhance the overall customer journey.
• Stay updated on product knowledge, process updates, and system tools through regular training and self-learning.

Tech Stack

• CRM and ticketing systems (Salesforce, Zendesk, Freshdesk, or similar)
• Communication tools (email, live chat platforms, VoIP systems)
• Microsoft Office (Excel, Word, Outlook) or Google Workspace
• Knowledge of insurance industry tools and processes is a plus

Qualifications

• Minimum 2 years of international voice process experience is mandatory.
• Strong verbal and written English communication skills with the ability to build rapport easily.
• Comfortable working in a US-based night shift (5:30 PM – 2:30 AM IST).
• Ability to handle both voice and written communication channels effectively.
• Strong problem-solving, multitasking, and organizational skills.
• Preferred: Prior experience in the insurance industry or international BPO environment.
• Preferred: Familiarity with CRM tools and ticketing systems.
• Education: Bachelor’s degree preferred.

Minimum 2 years of international voice process experience. Strong English communication skills, both verbal and written. Comfortable working US night shift (5:30 PM – 2:30 AM IST). Ability to handle voice and written channels. Problem-solving, multitasking, and organizational skills. Prior insurance or international BPO experience preferred. Familiarity with CRM tools preferred. Bachelor’s degree preferred.

Health insurance, Paid sick time, Paid time off, Provident Fund