Customer Support Executive (Night Shift)

As a Customer Support Executive for Overseas Cyber Technical Services Pvt. Ltd. (OCTS) during the night shift, your role will involve providing exceptional customer service and assistance to clients. Your primary responsibilities will include: - Responding promptly and professionally to customer inquiries via various channels such as phone, email, and chat during the night shift. - Providing accurate and relevant information to customers regarding products, services, and company policies. - Assisting customers in troubleshooting technical issues and providing step-by-step instructions when needed. - Identifying and escalating complex or unresolved issues to the appropriate departments or senior staff for further assistance. - Maintaining detailed and accurate records of customer interactions and transactions using the company's customer support software or CRM system. - Following up with customers to ensure their issues have been resolved and they are satisfied with the resolution. - Staying up-to-date with product knowledge, company updates, and industry trends to provide accurate and current information to customers. - Adhering to company policies and procedures, including privacy and security guidelines, while handling customer information. - Meeting or exceeding the company's key performance indicators (KPIs) and customer service targets. Qualifications required for this role: - Previous experience in customer support or a related role is preferred. - Excellent verbal and written communication skills. - Ability to work independently and efficiently during night hours. - Strong problem-solving and multitasking abilities. - Patience, empathy, and a customer-centric approach. - Familiarity with customer support software or CRM systems is a plus. - Basic technical knowledge to handle general customer inquiries. - Flexibility to adapt to changing schedules and work demands. - High level of professionalism and integrity in dealing with confidential customer information. - Fluency in English (additional language proficiency is a bonus). Join OCTS to experience a dynamic and supportive environment with benefits such as ESI & EPF benefits, Night Shift Allowance, Yearly Bonus & Increment, Sick days off, and Employee recognition and rewards.,