Customer Support Agent

4 days ago

Jaipur Rajasthan, India Octal IT Solutions LLP Full time

Job Title:
Customer Support Executive - 24/7 Support (Voice & Chat)

Shift Timing:
24x7 Rotational Shifts (Flexible across time zones, including US)

Department:
Customer Support / Operations

Reporting To:
Support Manager / Operations Lead

Job Overview:
This is a remote/WFH, full-time position requiring round-the-clock availability (24x7) through rotational shifts, including weekends and holidays.

Key Responsibilities:

- Handle inbound and outbound calls, as well as live chat support for customer service and booking-related inquiries
- Provide accurate and prompt information related to services, bookings, cancellations, and general queries
- Ensure a professional, courteous, and solution-oriented experience for every customer
- Maintain detailed logs of interactions in the CRM or support platform
- Escalate complex issues to higher-level support or technical teams as needed
- Collaborate with internal teams to ensure timely service delivery and issue resolution
- Follow up with customers to confirm resolution and satisfaction
- Work as part of a 24x7 rotating support team with flexibility in shift timings

Key Requirements:

- Excellent spoken and written English communication skills
- Prior experience in customer support (voice/chat) for international clients preferred
- Comfortable working in rotational shifts, including night shifts and weekends
- Familiarity with CRM or helpdesk tools (e.g., Freshdesk, Zendesk) is a plus

Preferred Qualifications:

- 1-3 years of experience in international customer service roles
- Exposure to US-based support processes is an advantage
- Quick learner with a customer-first attitude

**Job Types**: Full-time, Permanent

Pay: ₹10,831.07 - ₹33,839.64 per month

**Benefits**:

- Flexible schedule
- Food provided
- Leave encashment
- Paid sick time
- Provident Fund
- Work from home

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Rotational shift

Ability to commute/relocate:

- Jaipur city, Rajasthan: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer support: 1 year (required)

**Language**:

- English (required)

Work Location: In person

Expected Start Date: 01/05/2025

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