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Customer Support Agent US Shift

Customer Support Agent US Shift

Search Advisers Services Guj

4 - 9 years

2 - 3 Lacs

ahmedabad

Posted:None| Platform:

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Skills Required

customer support us client mobile applications inbound voice process email support bpo voice non voice process email process customer supprt international voice process chat process

Work Mode

Work from Office

Job Type

Full Time

Job Description

CustomerSupport Agent

Shift Time-21:30 05:30 IST (+1) Time- (9:30 PM TO 5:30 AM)

Reports to:

Mission

Deliver Amazongrade, firstclass support to ElevateGolf users across email (Zoho Desk), social DMs, and Trustpilot, leveraging AI drafting (ChatGPT) but always humanproofread.

Core Responsibilities

Email / Ticket Handling (Zoho Desk)
• Verify Sellers and approve / dispute transactions via custom CMS.
• Investigate payments, refunds, and services disputes; escalate per SOP.• Draft replies with ChatGPT, refine for voice, clarity, GDPR compliance.
OutboundCampaign & BizDev Replies
• Respond to any email generated by
Zoho MarketingAutomation
; onboarding, winback, feature education, or businessdevelopment outreach.
SocialMedia Care
• Monitor DMs / comments, hide or remove spam, escalate abuse, surface product feedback.
Trustpilot Management
• Reply to all reviews within SLA; raise disputes or fraud flags; surface monthly sentiment trends.
KnowledgeBase Upkeep
• Propose new macros / Articles / FAQ entries when recurring issues appear.
Daily Handover & QA
• Record unresolved cases and shift notes; tag any borderlinepolicy cases for weekly lead review.

Performance Indicators (AmazonComparable)

FirstResponse Time:
1hour (within staffed hours)
Resolution SLA:
12hours for Tier1; 24hours for escalations
CSAT:
95% thumbsup / 4.7 avg
Trustpilot Reply Rate:
100% within 24h

Skills & Tools

Fluent written English; able to adapt tone per brand guide.
Ticketing suites (Zoho Desk / Zendesk / Freshdesk).
Comfortable with AI copyassist and translation plugins.
Detailoriented navigating a custom CMS (granular permissions)

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