{"id":1282740,"url":"https://alion.io/job/epicenter-customer-service-representative-usa-voice","title":"Customer Service Representative (USA, Voice)","company":{"id":2623575,"name":"Epic Enter","domain":"epicenter.tech","url":"https://alion.io/company/epicenter-tech","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"C","score":64,"open_postings":10,"ghost_share":0.6,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-02-04T15:19:10Z","employer_posted_date":"2026-05-22","last_verified_at":"2026-10-23T14:39:35Z","board_verified":true,"closed_at":null,"days_open":261,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":260},"description":"About Epicenter\n\nFor 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.\nReady to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.\n\nAbout the Job\n\nWe'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.\n\nLocation/Hours\n\nLocation: Mumbai and Durban\nShift: 24x7 Rotational shifts (Should be comfortable working in all shifts)\n\nJob Responsibilities / Expectations\n\nHandle inbound US customer queries via phone calls professionally and efficiently \n\nProvide accurate information and solutions to customer inquiries \n\nEnsure customer satisfaction by delivering exceptional service on every interaction \n\nMaintain accurate records of all customer interactions and transactions \n\nFollow company protocols and procedures to ensure consistent service delivery \n\nIdentify customer needs and provide appropriate solutions or escalate when necessary \n\nMeet individual and team performance metrics including call quality and customer satisfaction scores \n\nHandle customer complaints with empathy and work towards resolution \n\nStay updated on product knowledge and company policies \n\nCollaborate with team members to improve overall customer experience \n\nDemonstrate excellent English vocal and written communication skills in all interactions \n\nManage multiple systems and tools efficiently during customer conversations \n\nMaintain professionalism and composure in all customer interactions\n\nMinimum Qualifications\n\nAge: 20 years to 35 years \n\nHigh school diploma or equivalent (minimum requirement) \n\nMinimum 1 year of international BPO experience (mandatory) \n\nExcellent English vocal and written communication skills \n\nStrong customer service orientation and interpersonal skills \n\nAbility to multitask and navigate multiple systems simultaneously \n\nProblem-solving abilities with a customer-first mindset \n\nComfortable working in 24x7 rotational shifts \n\nAbility to join immediately with all documents ready for background verification \n\nPositive attitude and willingness to learn\n\nDesired Qualifications\n\nGraduation degree \n\nExperience handling US customer accounts \n\nFamiliarity with CRM systems and ticketing tools \n\nKnowledge of customer service best practices \n\nStrong typing skills and computer proficiency \n\nAbility to work in a fast-paced environment \n\nConflict resolution and de-escalation skills\n\nWhy Join Epicenter?\n\nWe 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.\nOur commitment to your future is our priority. 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