About this role
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
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Handle Customer Interactions: Manage a high volume of inbound (and occasionally outbound) calls, emails, chats, and social media messages promptly and professionally.
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Provide Information & Solutions: Deliver accurate, complete, and helpful information about company products and services; assist with troubleshooting and setup guidance when needed.
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Resolve Issues: Identify customer needs, research solutions, and ensure timely resolution to enhance satisfaction and loyalty.
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Escalate When Necessary: Forward complex or unresolved issues to relevant internal teams or management for further assistance.
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Maintain Quality: Follow communication procedures, guidelines, and policies while striving for first-contact resolution.
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Requirements
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Excellent verbal and written English communication skills
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Strong listening, empathy, and problem-solving abilities
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Prior experience in a customer service or call center role preferred
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Comfortable working in the USA time zone
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Basic computer literacy and familiarity with CRM systems (preferred)