Customer Support

7 hours ago

Gurgaon, Haryana, India App2 Mobile 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 candidates 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.
  • Male candidate will be preferred.

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