Customer experience specialist – voice support

Triple:
Triple is leading the way in remote work solutions, helping small and medium-sized businesses in North America build highly efficient remote teams for Administration, Customer Service, Accounting, Operations, and back-office roles. Our focus has always been on our Clients, People, and Planet, ensuring our operations contribute positively across these key areas. Distinguished by its rigorous standards, Triple excels in:
Selectively recruiting the top 1% of industry professionals
Delivering in-depth training to ensure peak performance
Offering superior account management for seamless operations
Embrace unparalleled professionalism and efficiency with Triple, where we redefine the essence of remote hiring.
Job Summary:
We are looking for an experienced and customer-focused Customer Experience Specialist – Voice Support to join our remote team and serve as a key point of contact for our customers.
In this role, you will handle customer interactions across phone, email, and chat , resolve complex queries, ensure a high-quality customer experience, and maintain accurate customer records. You will also contribute to service quality, identify recurring customer issues, and share actionable feedback with the management team.
The ideal candidate is an excellent communicator, strong problem-solver, and empathetic customer advocate who can work independently while maintaining high service standards in a fast-paced environment.
Key Responsibilities:
Customer Interaction & Support
Handle customer interactions through phone, email, and chat with professionalism, empathy, and active listening.
Understand customer needs and provide accurate, timely, and personalized assistance.
Build positive customer relationships while maintaining a professional tone across all interactions.
Handle escalated and complex customer queries with confidence and ownership.
Issue Resolution & Problem-Solving
Identify the root cause of customer concerns and provide effective solutions.
Aim for first-contact resolution (FCR) wherever possible.
Take ownership of customer issues from initial contact through resolution.
Collaborate with internal teams when issues require additional investigation or support.
Proactively identify recurring problems and recommend solutions.
Product & Process Knowledge
Develop a strong understanding of the company's products, services, policies, and processes.
Stay updated on product changes, policies, and customer service procedures.
Provide accurate information and appropriate recommendations based on customer requirements.
CRM & Documentation
Accurately document customer interactions, issues, resolutions, and follow-ups in the CRM.
Maintain complete and up-to-date customer records.
Ensure all customer cases and follow-ups are tracked through to closure.
Maintain high standards of data accuracy and documentation.
Customer Experience & Quality
Maintain high standards of customer satisfaction and service quality.
Consistently meet defined customer service KPIs and performance targets.
Handle challenging conversations and dissatisfied customers professionally.
Identify opportunities to improve the overall customer experience.
Feedback & Continuous Improvement
Capture and communicate recurring customer concerns, product issues, and service feedback.
Share customer insights with relevant teams and management.
Contribute to process improvements and initiatives aimed at reducing recurring customer issues.
Participate in training, coaching, and quality improvement programs.
Team Collaboration
Collaborate with team members to share knowledge, best practices, and customer-handling techniques.
Support new team members through knowledge sharing and peer guidance when required.
Work effectively with cross-functional teams to resolve customer issues.
Compliance & Data Security
Follow company policies, processes, and applicable industry standards.
Maintain customer confidentiality and protect sensitive customer information.
Ensure all customer interactions and documentation comply with established quality and security standards.
Required Qualifications & Skills:
2–4+ years of experience in Customer Service, Customer Support, Contact Center, Customer Experience, or a related role.
Proven experience handling voice-based customer interactions.
Excellent spoken and written English communication skills.
Strong active listening, empathy, and interpersonal skills.
Excellent problem-solving and critical-thinking abilities.
Strong customer handling and conflict-resolution skills.
Experience working with CRM systems and contact-center technologies.
Ability to manage multiple customer interactions and priorities in a fast-paced environment.
Strong attention to detail and documentation skills.
Ability to work independently in a remote environment.
Strong ownership and accountability for customer outcomes.
Bachelor's degree or equivalent qualification preferred.
Schedule (US Shifts Only):
Eastern Time - 6:30 p.m. - 3:30 a.m. IST, Rotational Shifts, Remote
Pacific Time - 9:30 p.m. - 6:30 a.m. IST, Rotational Shifts, Remote
Logistical Requirements:
Quiet and brightly illuminated work environment
Laptop with a Minimum of 8 GB RAM, an i5 8th-gen processor
720 P Webcam and Headset
A reliable ISP with a minimum speed of 100 Mbps
Smartphone