Process Associate

Job Title

Customer Support Representative (Night Shift)

Location Udaipur, Rajasthan

Annual CTCUp to 3.5 Lakhs

Working Days 5 Days a week

Shift TimingsNight Shift (aligned with international time zones, e.g., US/UK)

Weekly Offs Saturday & Sunday (Fixed)

Reporting ToCustomer Service Manager

1. Role Overview

Customer Support Representative

2. Key Responsibilities

• High-Quality Communication:

  Handle inbound customer queries, issues, and service requests primarily through voice (calls), email, and chat, maintaining an

  exceptionally professional and courteous tone

  .

• Problem Resolution:

  Diagnose, troubleshoot, and resolve complex customer issues efficiently and accurately on the first contact whenever possible. Escalate issues to senior staff or technical teams when necessary, ensuring a smooth handover.

• Product Knowledge:

  Maintain in-depth, up-to-date knowledge of the company's products, services, and policies to provide accurate information and solutions.

• Customer Relationship Management:

  Build strong rapport with customers, ensuring a positive and memorable service experience to promote loyalty and satisfaction.

• Documentation:

  Accurately document all customer interactions, feedback, and resolutions in the CRM system.

• Adherence to Schedule:

  Reliably adhere to the assigned night shift schedule and fixed weekend-off policy.

• Team Collaboration:

  Actively participate in training sessions, team meetings, and contribute to continuous improvement of customer service processes.

3. Required Skills and Qualifications

Essential

• Exceptional Communication Skills:

  Must have fluent, grammatically correct

  English

  communication skills, both verbal and written, with a neutral accent. This is a high-priority requirement for the role.

• Education:

  Minimum of a 10+2 diploma or equivalent; a Bachelor's degree is preferred.

• Experience:

  03 years of experience in a customer service, BPO, or call center environment.

  Freshers with outstanding communication skills are encouraged to apply.

• Technical Proficiency:

  Working knowledge of MS Office Suite and experience with CRM software (e.g., Salesforce, Zendesk) or similar ticketing systems.

• Work Ethic:

  Proven ability to work independently and maintain high focus and energy during night shift hours.

• Soft Skills:

  Strong problem-solving, active listening, and conflict resolution abilities.

Desirable

• Experience in international voice or non-voice processes.
• Familiarity with a specific industry/domain (e.g., Tech Support, ITES, E-commerce).

4. Compensation and Benefits

• Salary:

  Competitive Annual CTC up to

  3,50,000

  , based on experience and interview performance.

• Work-Life Balance:

  Fixed Saturday and Sunday Off

  to ensure consistent personal time.

• Work Schedule:

  5-day work week.

• Additional Benefits

  (May include): Night shift allowance, performance incentives, and comprehensive health benefits.

5. How to Apply

Interested candidates who meet the above criteria are invited to submit their updated resume and a cover letter.

Please reach out to HR at the details below:

• HR Contact Person:

  Rahul

• Mobile:

  7230030430

• Email:

  rahulopportunity2@gmail.com