Customer Service (US Shift)

About The OpportunityA fast-growing player in the Customer Experience and Business Process Outsourcing (BPO) sector serving US-based clients across technology, e-commerce, and professional services. We deliver high-quality, voice-first customer support and omni-channel service solutions that drive retention and NPS improvements.We are hiring on-site Customer Service professionals to join a high-energy support team working US shifts to handle inbound customer interactions, resolve issues efficiently, and escalate appropriately.Role & ResponsibilitiesHandle high-volume inbound calls from US customers with empathy, professionalism, and accurate issue resolution.Manage email and live-chat inquiries, ensuring timely responses and consistent ticket documentation in the CRM/ticketing system.Diagnose customer issues, follow SOPs to provide solutions, and escalate complex cases to tier-2 with clear handoffs.Log interactions, update tickets, and maintain accurate records to meet SLA and quality targets.Meet individual performance KPIs (quality, AHT, first-contact resolution) and contribute to team scorecards.Participate in training, knowledge-base updates, and continuous-improvement initiatives driven by feedback and QA findings.Skills & QualificationsMust-HaveProven experience in inbound customer support for US customersUS Accent Proficiency and strong US English verbal skillsProficiency with CRM/ticketing systems (Zendesk or Salesforce Service Cloud)Experience with VoIP telephony and call-logging toolsAbility and willingness to work US shift schedules on-site in IndiaBasic computer proficiency (MS Office, typing, web-based tools)PreferredExperience with Five9, Genesys, or NICE telephony platformsMultilingual support capability (Spanish preferred)Customer service or call center certification / formal trainingBenefits & Culture HighlightsOn-site role with structured onboarding, role-specific training, and clear career progression paths.Performance-linked incentives, health benefits, and statutory compliances.Collaborative team environment focused on continuous learning and customer-first outcomes.If you are a customer-focused professional who thrives in fast-paced US-shift support environments, we'd love to hear from you. Apply to join Career Bloc's on-site Customer Service team and be part of a mission-driven CX operation delivering exceptional service to US customers.Skills: customer support,zendesk,bpo,customer,customer care,customer service,crm