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Customer Support Associate – Voice + Chat (International Process)
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About the Role
The Customer Support Associate role involves handling customer queries through live chat and taking 1:1 voice calls to support customer experience (non technical calls — you will not be giving any professional advice, solely customer support), engaging directly with customers to resolve issues, answer questions, and provide a smooth support experience across both channels.
We are looking for someone confident, articulate, and customer-obsessed to join our team on a contractual basis. This role supports a UK-based process and requires someone who can handle both chat and voice interactions with equal ease, while staying polite, calm, and solution-focused, even in high-pressure situations.
Full training will be provided, so candidates who are quick learners and eager to grow in a customer support role are encouraged to apply.
If you have excellent English communication skills, a professional phone/chat manner, and enjoy helping customers, we'd love to hear from you.
Key Responsibilities
Handle customer queries through live chat and take 1:1 voice calls to support customer experience (non technical calls you will not be giving any professional advice, solely customer support), ensuring a seamless experience across both channels
Respond to customer questions, concerns, and complaints promptly, professionally, and empathetically
Maintain a calm, polite, and patient tone at all times, including with frustrated or upset customers
Accurately document all customer interactions, issues, and resolutions
Meet and exceed key performance metrics such as CSAT (Customer Satisfaction), AHT (Average Handling Time), and FCR (First Call Resolution)
Escalate complex or unresolved issues to the appropriate team/department in a timely manner
Multitask effectively to manage multiple chat conversations while maintaining quality and accuracy
Stay updated on product/service knowledge, company policies, and process changes
Adhere strictly to shift timings and attendance requirements
Required Qualifications & Skills
Education:Relevant Bachelor's degree
Experience: 1–2 years in a customer support role (chat and voice process)
Communication: Top-notch spoken and written English, clear, articulate, and grammatically accurate
Soft Skills: Polite, calm, patient, and empathetic under pressure
Strong active listening and problem-solving skills
Ability to work independently in a remote setup with minimal supervision
Good typing speed and accuracy for chat support
Remote Work Requirements
Laptop/desktop with a stable internet connection (minimum speed as specified by IT team)
Quiet, distraction-free workspace suitable for taking calls
Backup power/internet solution preferred for uninterrupted shift coverage
