Customer Service – English Call Center Agent

About the role

We are seeking a dynamic, English‑speaking Call Center (CX) Agent to deliver seamless, high‑quality support to our clients. You will act as the primary point of contact, ensuring every interaction contributes to a positive customer journey.

Key responsibilities

• Design and implement customer journey maps to identify pain points and drive improvements.
• Serve as the main liaison for clients, understanding and addressing their needs promptly.
• Resolve escalations related to BPO or call‑center operations efficiently.
• Gather client feedback regularly and translate insights into actionable solutions.
• Collaborate with internal teams to integrate feedback into product enhancements.
• Maintain professional, empathetic service across all touchpoints.
• Monitor performance metrics such as response time, resolution time, and satisfaction scores.

Required profile

• Fluent in written and spoken English.
• Bachelor’s degree (English‑related background is a plus).
• 1‑3 years of experience in customer service or customer experience.
• Strong written and verbal communication skills.
• Ability to explain technical information clearly to non‑technical customers.
• Critical thinking and problem‑solving capabilities.
• Customer‑centric mindset with a positive attitude.
• Team player who can collaborate across departments.
• Excellent attention to detail and multitasking abilities.

Required skills

• Experience with CRM tools.
• Familiarity with customer service platforms.