Customer Service Representative (USA, Voice)
Confirmed on the employer's own hiring board on Oct 21, 2026. First seen by Alion on Feb 4, 2026. Epic Enter scores C on the Alion truth index.
About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you'll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we're trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
We're seeking an enthusiastic Customer Service Representative to support our US clients through voice-based interactions. You'll be the first point of contact for customers, providing exceptional service and solutions to their queries. This role offers the opportunity to work with a diverse range of customers while developing your communication and problem-solving skills in an international BPO environment.
Location/Hours
Location: Mumbai and Durban
Shift: 24x7 Rotational shifts (Should be comfortable working in all shifts)
Job Responsibilities / Expectations
- Handle inbound US customer queries via phone calls professionally and efficiently
- Provide accurate information and solutions to customer inquiries
- Ensure customer satisfaction by delivering exceptional service on every interaction
- Maintain accurate records of all customer interactions and transactions
- Follow company protocols and procedures to ensure consistent service delivery
- Identify customer needs and provide appropriate solutions or escalate when necessary
- Meet individual and team performance metrics including call quality and customer satisfaction scores
- Handle customer complaints with empathy and work towards resolution
- Stay updated on product knowledge and company policies
- Collaborate with team members to improve overall customer experience
- Demonstrate excellent English vocal and written communication skills in all interactions
- Manage multiple systems and tools efficiently during customer conversations
- Maintain professionalism and composure in all customer interactions
Minimum Qualifications
- Age: 20 years to 35 years
- High school diploma or equivalent (minimum requirement)
- Minimum 1 year of international BPO experience (mandatory)
- Excellent English vocal and written communication skills
- Strong customer service orientation and interpersonal skills
- Ability to multitask and navigate multiple systems simultaneously
- Problem-solving abilities with a customer-first mindset
- Comfortable working in 24x7 rotational shifts
- Ability to join immediately with all documents ready for background verification
- Positive attitude and willingness to learn
Desired Qualifications
- Graduation degree
- Experience handling US customer accounts
- Familiarity with CRM systems and ticketing tools
- Knowledge of customer service best practices
- Strong typing skills and computer proficiency
- Ability to work in a fast-paced environment
- Conflict resolution and de-escalation skills
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you'll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.