Senior Customer Service Representative (USA Time Zone)

Senior Customer Service Representative (USA Time Zone)

Location: Jogani Industrial Estate, Sion Chunabhatti, Mumbai, Maharashtra

Company: Secure Parking

Work Hours: USA TIMEZONE

Job Type: Full-time

Working Days- 5

About the Role

We’re seeking a dedicated Customer Service Representative to join our team at Secure IQ Services. In this role, you’ll serve as the primary point of contact for customers — addressing inquiries, resolving issues, and ensuring every interaction delivers a high-quality service experience.

This position is ideal for individuals with strong communication skills, a problem-solving mindset, and a passion for providing excellent customer support.

Key Responsibilities

Handle Customer Interactions: Manage a high volume of inbound (and occasionally outbound) calls, emails, chats, and social media messages promptly and professionally.

Provide Information & Solutions: Deliver accurate, complete, and helpful information about company products and services; assist with troubleshooting and setup guidance when needed.

Resolve Issues: Identify customer needs, research solutions, and ensure timely resolution to enhance satisfaction and loyalty.

Escalate When Necessary: Forward complex or unresolved issues to relevant internal teams or management for further assistance.

Maintain Quality: Follow communication procedures, guidelines, and policies while striving for first-contact resolution.

Excellent verbal and written English communication skills

Strong listening, empathy, and problem-solving abilities

Prior experience in a customer service or call center role preferred

Comfortable working in the USA time zone

Basic computer literacy and familiarity with CRM systems (preferred)