Customer Support Executive

Please find below the details regarding the Role, Responsibilities, and Working Hours for your reference:

Working Hours:

• Shift will be aligned with United States time zones
• Open to working in a rotating work week (Mon–Fri, Tue–Sat, Wed–Sun)

Overall Purpose of the Job:

• Provide high-quality Tier 2 Customer Support service with a focus on 100% issue resolution and customer satisfaction
• Adhere to both client-defined and internal processes while handling inbound calls, emails, and chats
• Follow standard procedures for escalation of unresolved issues
• Meet SLA targets and business outcome indicators defined by the client

Key Responsibilities:

• Handle inbound calls, emails, and chats; log all interactions accurately in the system
• Provide recruitment support to candidates (fresh applicants and rehires)
• Assist customers with navigation on the self-service portal
• Perform security verifications as per company policies and GDPR guidelines
• Make outbound calls when required
• Maintain high standards of call and data quality
• Collaborate effectively with team members and supervisors
• Follow all company and departmental policies
• Keep knowledge repositories updated (DTPs, Knowledge Base, SharePoint)
• Maintain punctuality and attendance standards
• Ensure excellent customer service to minimize complaints and escalations

Knowledge & Skills Required:

• Familiarity with customer service tools (ServiceNow preferred), ERP systems, and MS Office
• Good technical aptitude and ability to learn quickly
• Strong verbal and written communication skills

Experience:

• Prior international BPO experience preferred
• Freshers are also welcome

Personal Attributes:

• Flexible and adaptable to business needs
• Ability to work under pressure
• Team player with a positive attitude
• Quick learner with strong attention to detail
• Customer-focused and results-driven
• High level of integrity and discipline