Customer Support

3 days ago

Gurgaon, Haryana, India App2Mobile Full time

Job Description: Customer Support & Operations Executive (US Process)

Location: Gurgaon (Gurugram), Haryana, India

Experience: 3+ years

Education: B.Tech (Bachelor of Technology)

Shift: US Shift (Night Shift)

1. Position Overview

We are looking for a Customer Support & Operations Executive with a neutral / American accent to handle US-based customers and support day-to-day operational activities. The ideal candidate will have at least 3 years of experience in international voice / customer support processes and a strong technical/analytical background with a B.Tech degree.

You will be responsible for managing customer queries over phone, email, and chat, coordinating with internal teams, and ensuring smooth execution of operational tasks.

2. Key Responsibilities

· Handle inbound and outbound calls from US customers in a professional manner with a clear and understandable accent.

· Provide first-level support for product/service queries, basic troubleshooting, and account-related issues.

· Log, track, and update customer interactions in the CRM / ticketing system accurately.

· Coordinate with operations, technical, and sales teams to resolve customer issues within defined SLAs.

· Monitor daily operations tasks such as order processing, follow-ups, escalations, and reporting.

· Prepare and maintain daily/weekly MIS reports, dashboards, and documentation related to support and operations.

· Follow standard operating procedures (SOPs) and suggest improvements to enhance process efficiency.

· Handle escalated customer issues, ensuring timely resolution and high customer satisfaction.

· Work closely with the team lead / manager to achieve KPIs such as CSAT, FCR, AHT, and SLA compliance.

· Participate in training sessions, process updates, and regular performance reviews.

3. Required Skills & Qualifications

· Education: B.Tech in any discipline (preferred: Computer Science, IT, Electronics, or related fields).

· Experience: Minimum 3 years of experience in international voice support / customer service / operations (US process preferred).

· Accent & Communication:

· Strong command of spoken and written English.

· Neutral or American accent with excellent pronunciation and clarity.

· Ability to communicate complex information in a simple and polite manner.

· Technical & Operational Skills:

· Comfortable using CRM tools, ticketing systems, and MS Office (Excel, Word, PowerPoint).

· Basic understanding of technical troubleshooting (internet, web apps, basic product workflows).

· Strong analytical and problem-solving skills.

· Soft Skills:

· Customer-focused attitude with patience and empathy.

· Strong organizational skills with attention to detail.

· Ability to handle pressure, high call volumes, and tight timelines.

· Good team player with a collaborative mindset.

4. Work Environment & Other Details

· Location: Gurgaon office (Work from Office; transport may be provided as per company policy).

· Shift Timing: Primarily US shifts (night shift); flexibility for rotational shifts as needed.

· Week Off: Rotational / fixed (as per company policy).

· Compensation: As per industry standards and candidate's experience.

5. Preferred Profile

· Experience in BPO / KPO / SaaS / IT support for US customers.

· Prior experience as Customer Support Executive, Operations Executive, or Customer Success in an international process.

· Candidates currently residing in or willing to relocate to Gurgaon / NCR.

Job Types: Full-time, Permanent

Pay: ₹25, ₹35,000.00 per month

Work Location: In person

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