Customer Service Agent (Voice)

Role & responsibilities

1. Voice Customer Support - Handle inbound and outbound customer calls for international markets with professionalism and confidence. - Clearly explain products, subscriptions, billing, and technical troubleshooting over the phone. - Adapt communication style to suit different customer profiles and cultural contexts.

2. Issue Resolution & Escalation - Resolve customer queries related to account access, subscriptions, payments, devices, and live streaming issues. - Identify complex or high-impact issues and escalate appropriately to senior agents or support teams. - Take full ownership of customer issues until resolution, ensuring timely follow-ups where required.

3. Quality & Performance Excellence - Meet or exceed defined KPIs including quality scores, customer satisfaction (CSAT), adherence, and productivity metrics. - Follow standard operating procedures, call flows, and compliance guidelines consistently.

4. Customer Advocacy & Documentation - Actively listen to customers, demonstrating empathy and problem-solving mindset during live calls. - Accurately document call details, resolutions, and customer feedback in CRM and ticketing tools such as Zendesk. - Highlight recurring issues, product gaps, or customer pain points to help improve the overall customer experience.

5. Continuous Learning & Process Improvement - Stay updated on product features, live event schedules, and service updates. - Participate in ongoing training, coaching, and quality calibration sessions. - Share insights and best practices with the team to improve voice support effectiveness.

6. Team Collaboration - Work closely with peers, team leaders, and cross-functional teams during live events and peak volumes. - Contribute positively to a high-performance, supportive team culture.