Senior Customer Service Representative (USA Time Zone) Location: Jogani Industrial Estate, Sion Chunabhatti, Mumbai, Maharashtra Company: Secure Parking Work Hours: USA TIMEZONE Job Type: Full-time Working Days- 5 About the Role We’re seeking a dedicated Customer Service Representative to join our team at Secure IQ Services. In this role, you’ll serve as the primary point of contact for customers — addressing inquiries, resolving issues, and ensuring every interaction delivers a high-quality service experience. This position is ideal for individuals with strong communication skills, a problem-solving mindset, and a passion for providing excellent customer support. Key Responsibilities Handle Customer Interactions: Manage a high volume of inbound (and occasionally outbound) calls, emails, chats, and social media messages promptly and professionally. Provide Information & Solutions: Deliver accurate, complete, and helpful information about company products and services; assist with troubleshooting and setup guidance when needed. Resolve Issues: Identify customer needs, research solutions, and ensure timely resolution to enhance satisfaction and loyalty. Escalate When Necessary: Forward complex or unresolved issues to relevant internal teams or management for further assistance. Maintain Quality: Follow communication procedures, guidelines, and policies while striving for first-contact resolution. Requirements Excellent verbal and written English communication skills Strong listening, empathy, and problem-solving abilities Prior experience in a customer service or call center role preferred Comfortable working in the USA time zone Basic computer literacy and familiarity with CRM systems (preferred)