Customer Service Tele‑Call Representative (US Clients)

About the role

This is a full-time, on‑site tele‑call role based in Delhi, India. The team member will handle inbound and outbound calls for US‑based clients, respond to customer inquiries, provide information about products and services, and document call outcomes in company systems.

Key responsibilities

• Resolve basic customer issues during calls and escalate complex cases when necessary.
• Follow call scripts and guidelines while maintaining call quality and service‑level targets.
• Update customer records accurately in the CRM or call‑center software.
• Collaborate with supervisors to improve call processes and documentation.
• Adhere to scheduled shifts aligned with US business hours, including evenings or nights.
• Maintain a professional and courteous phone manner, respecting time‑zone and cultural differences.
• Ensure attendance and schedule compliance.
• Document call outcomes and follow‑up actions in company systems.

Required profile

• Strong verbal communication skills in English with clear pronunciation and active listening.
• Customer‑service orientation, empathy, patience and ability to handle difficult interactions professionally.
• Basic computer literacy, including navigation of CRM or call‑center software.
• Ability to follow structured scripts while adapting to varied customer situations.
• Time‑management and organizational skills to manage call volumes and meet performance targets.
• Willingness to work shifts that align with US business hours, including potential evening or night shifts.
• Minimum high school diploma or equivalent; further education in communications or business is a plus.
• Professional attitude, reliability, and commitment to confidentiality and data security.