Customer Service Representative

Role description: Customer Service Representative

Full Time | Delhi/NCR | Work From Home

About the role: DeJino Sphere Pvt. Ltd. is expanding its customer service operations to support businesses across the US and Europe. We’re looking for customer-focused professionals who enjoy helping people, solving problems, and creating positive customer experiences.

As a Customer Service Representative, you’ll be the voice of our clients, assisting their customers through clear communication, timely resolutions, and professional support. If you’re empathetic, resourceful, and comfortable working in a fast-paced environment, we’d love to hear from you.

What you’ll be doing:

• Respond to customer queries through email, live chat, and phone, depending on the assigned account.
• Provide accurate information, troubleshoot issues, and guide customers through solutions.
• Handle complaints and escalations with patience, empathy, and professionalism.
• Maintain clear records of customer interactions using CRM and support tools.
• Follow client-specific processes, quality standards, and service-level agreements (SLAs).
• Collaborate with internal teams to resolve complex issues and ensure timely follow-ups.
• Deliver a consistent, high-quality customer experience while meeting performance targets.
• Communicate proactively with customers and keep them informed about the status of their requests.

What we’re looking for:

• Excellent written and spoken English, with strong comprehension and communication skills.
• A customer-first mindset with patience, empathy, and a genuine desire to help.
• Strong problem-solving skills and the ability to manage challenging conversations calmly.
• Good attention to detail, time management, and organisational skills.
• Basic computer proficiency and the ability to navigate multiple applications.
• A reliable internet connection and a suitable work-from-home setup.
• Willingness to work in shifts aligned with US or European business hours, depending on client requirements.
• Ability to work independently, follow procedures, and meet individual and team targets.

Good to have:

• Previous experience in customer service, customer support, BPO, or a contact centre.
• Familiarity with CRM platforms, ticketing systems, live chat tools, or helpdesk software.
• Experience supporting international customers, particularly in the US or Europe.
• Exposure to customer service metrics such as CSAT, First Response Time, First Contact Resolution, and SLA compliance.
• Experience handling complaints, escalations, refunds, or order-related queries.
• A proactive attitude, a willingness to learn, and the ability to adapt to changing client needs.

What’s in it for you?

• Work From Home, Always: Enjoy the flexibility and convenience of working entirely from home.
• Monthly Work Setup Support: Receive up to ₹3,000 per month towards internet and laptop-related expenses.
• Annual Loyalty Incentive: Get rewarded with an annual incentive upon completing one year with the organisation.
• International Exposure: Gain valuable experience supporting customers across the US and Europe.
• Learning & Growth: Build your customer service, communication, and problem-solving skills while working with an expanding team.
• Dynamic Work Environment: Work in a rotational-shift model that offers exposure to different client schedules and support operations.