Customer Support Executive

Job Title:

Work Mode:

Interview Rounds:

• Customer Discussion (CD)
• Operations (OPS) Interview

Location:

Shift Timings:

Working Days:

Overall Purpose of the Job:

To deliver high-quality Tier 2 customer support services via inbound calls, emails, and chats with a focus on complete issue resolution and ensuring 100% customer satisfaction. The role requires strict adherence to internal and client-defined processes.

Key Responsibilities:

• Handle inbound customer interactions through Calls, Emails, and Chats; accurately log all cases in the system.
• Provide recruitment support for fresh applicants and rehires as per the defined guidelines.
• Assist customers with navigation on the self-service portal.
• Conduct security verification per company and GDPR guidelines.
• Make outbound calls when necessary, in line with company policy.
• Maintain productivity while meeting quality benchmarks and SLA targets.
• Escalate unresolved issues to internal teams following proper procedures.
• Maintain updated process documentation (DTPs, Knowledgebase, SharePoint).
• Ensure punctual attendance and adherence to organizational standards.
• Minimize customer complaints through proactive communication and quality service.

Required Skills & Knowledge:

• Proficiency in using customer service tools including Ticketing Systems (preferably ServiceNow), ERP systems, Microsoft Office Suite, and internet applications.
• Quick adaptability to technical platforms and systems.
• Strong communication skills both written and verbal.
• Problem-solving mindset with a customer-first approach.

Experience:

• Prior experience in an international BPO setting is preferred.
• Freshers with excellent communication skills are also welcome to apply.

Key Attributes:

• Flexible and willing to work as per business needs.
• Strong team player with a positive and proactive attitude.
• Punctual, disciplined, and detail-oriented.
• Capable of working under pressure with a focus on delivering results.
• Committed to high standards of integrity and customer satisfaction.