Customer Support Executive- UK Clients

Job Description: Customer Service Associate UK Clients

Position: Customer Service Associate (CSA)
Experience: 4+ Years
Location: Ahmedabad
Shift: UK Shift / UK Business Hours
Employment Type: Full-time

Role Overview

We are looking for an experienced and customer-focused Customer Service Associate (CSA) to manage customer interactions and provide high-quality support to our UK-based clients.

The ideal candidate should have 4+ years of experience in customer service, excellent verbal and written communication skills, and the ability to handle customer queries professionally and efficiently. Experience working with UK customers or international clients will be highly preferred.

Key Responsibilities

• Handle customer queries and requests through phone, email, and chat in a professional and timely manner.
• Communicate confidently with UK customers, demonstrating strong spoken and written English.
• Understand customer concerns, identify appropriate solutions, and ensure a positive customer experience.
• Manage escalations and complex customer issues while maintaining professionalism and empathy.
• Maintain accurate records of customer interactions, requests, and resolutions in CRM/ticketing systems.
• Follow established customer service processes, quality standards, and company policies.
• Coordinate with internal teams to resolve customer issues and provide timely updates.
• Meet defined SLAs, CSAT, quality, productivity, and response-time targets.
• Identify recurring customer issues and proactively highlight them to the relevant teams.
• Handle sensitive or challenging conversations calmly and professionally.
• Maintain a customer-first approach while balancing business requirements.

Required Skills & Qualifications

• 4+ years of experience in customer service, customer support, contact centre, BPO, or a similar role.
• Excellent verbal and written communication skills in English.
• Strong ability to communicate with UK customers and stakeholders.
• Clear pronunciation, professional tone, active listening, and strong conversational skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle difficult customers and challenging situations with patience and empathy.
• Good working knowledge of CRM, ticketing, email, chat, and MS Office tools.
• Strong attention to detail and ability to multitask.
• Ability to work independently as well as collaboratively with internal teams.
• Comfortable working in UK shifts, including rotational schedules if required.

Preferred Qualifications

• Prior experience supporting UK clients/customers.
• Experience in an international customer service or contact-centre environment.
• Experience handling escalations or complex customer queries.
• Familiarity with UK customer service expectations and professional communication standards.
• Previous experience working with CRM/helpdesk platforms.

Key Competencies

• Customer-centric approach
• Excellent communication
• Active listening
• Empathy and patience
• Problem-solving
• Ownership and accountability
• Conflict and escalation management
• Attention to detail
• Time management
• Team collaboration
• Professionalism

What We’re Looking For

The ideal candidate is a confident and articulate customer service professional who can independently manage customer interactions, build rapport with UK clients, resolve issues effectively, and consistently deliver a high standard of service.

Benefits:

• Health insurance

Work Location: In person