Customer Support Executive

Role Overview

We are seeking a dedicated Customer Support Executive to provide high-quality Tier 2 support to our clients. The primary goal is to achieve 100% issue resolution and ensure complete customer satisfaction. This role involves handling inbound calls, emails, and chats, adhering strictly to client and internal processes, and escalating unresolved issues appropriately. You will be responsible for meeting Service Level Agreement (SLA) targets and contributing to positive business outcomes.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat, ensuring accurate logging of all interactions in the required system.
• Provide support to candidates throughout the recruitment process, including new applicants and rehires.
• Assist customers with navigation and support on the self-service portal.
• Conduct security verifications in compliance with company policies, procedures, and GDPR guidelines.
• Make outbound calls to customers as needed, following client and company directives.
• Maintain high standards of call and data quality while working productively to meet targets.
• Contribute positively to the team through effective communication with colleagues and supervisors.
• Adhere to all company and departmental policies and procedures, both operational and personnel.
• Ensure process repositories, including Desktop Procedures (DTPs) and Knowledgebase, are kept up-to-date.
• Maintain regular and punctual attendance as per company policies.
• Minimize customer complaints and escalations by delivering exceptional service and effective call management.

Required Skills and Knowledge

• Proficiency in using customer service technologies, including Ticket Tracking Systems (ServiceNow preferred), ERP systems, Microsoft Office Suite, and Internet Explorer.
• Strong technical aptitude with the ability to learn new systems and processes quickly.
• Excellent verbal and written communication skills in English.
• Ability to work effectively under pressure and adapt to changing business needs.
• Demonstrated teamwork, punctuality, discipline, and a positive attitude.
• Customer-focused approach with a results-driven mindset and high integrity.
• Keen attention to detail.

Additional Information

This position requires working in night shifts to align with US time zones. The work week is flexible and may involve rotating schedules (Monday-Friday, Tuesday-Saturday, or Wednesday-Sunday). Two-way cab service will be provided. Freshers are welcome to apply.