Customer Support & Lead Management Specialist (US Process)

Job Overview

We are looking for a dynamic and clear-communicating Customer Support & Lead Management Specialist to join our international voice process. In this role, you will be the frontline representative for our US-based clients, managing high-volume interactions and ensuring every customer journey is seamless. Operating primarily in night shifts, you will balance technical problem-solving with proactive lead nurturing to drive customer satisfaction and business growth.

Key Responsibilities

• Voice Operations:

  • Manage professional inbound and outbound calls, serving as the primary point of contact for North American customers.

  • Navigate time-zone-specific requirements by working dedicated night shifts to align with US business hours.

  • Ensure effective communication by maintaining a neutral accent and professional etiquette at all times.

• Customer Experience & Support:

  • Resolve complex customer queries and technical issues with a focus on "First Call Resolution."

  • Deliver high-quality customer support, ensuring all interactions meet or exceed established CSAT (Customer Satisfaction) scores.

  • Act as a bridge between the customer and internal teams to provide a smooth customer experience.

• Lead & Data Management:

  • Manage leads efficiently by qualifying prospects and routing them to the appropriate sales or technical departments.

  • Execute timely follow-ups with customers to ensure no query or potential lead is left unattended.

  • Maintain accurate records of all interactions and lead statuses within the company CRM.

Required Skills & Qualifications

CategoryRequirements

CommunicationExceptional verbal and written English skills; ability to engage US clients confidently.

Process KnowledgeExperience in International BPO/KPO environments, specifically US Voice Processes.

Operational ExcellenceProven ability to manage both proactive (outbound) and reactive (inbound) workflows.

Shift FlexibilityMust be comfortable working consistent night shifts (typically 6:30 PM – 3:30 AM or 9:00 PM – 6:00 AM IST).

ToolsFamiliarity with CRM software, lead tracking systems, and basic MS Office.