Job Description

Organizational Overview:

Yanolja Cloud Solution Pvt. Ltd. (YCS), is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses. With more than 480+ Team members and 20+ years of experience, YCS currently has 40,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match. We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, Mexico, and counting.

Profile Overview

We are looking for enthusiastic and customer-focused professionals to join our

Customer Support Team (Night Shift - US Market, based in Surat)

. The role involves providing professional and timely chat, email, and phone support to customers, resolving technical issues, and delivering accurate product information. The position requires close collaboration with team members to enhance customer satisfaction and support processes.

Roles & Responsibilities

Respond to customer inquiries via phone, email, and chat in a professional and timely manner. Provide product information and technical assistance to customers. Troubleshoot and resolve customer issues with empathy and efficiency. Escalate priority issues to the appropriate teams when necessary. Maintain accurate records of customer interactions and transactions. Collaborate with team members to improve support processes and customer satisfaction. Stay up to date with product knowledge and company policies. Work in

rotational night shifts (aligned to US market hours)

.

Key Skills Needed

Strong written and verbal communication skills. Customer service orientation with the ability to handle inquiries and complaints effectively. Technical troubleshooting and problem-solving abilities. Flexibility to work night shifts, rotational shifts, and holidays. Ability to remain calm and professional in a fast-paced environment.

Requirements

Bachelor's degree in Business Administration or related field preferred. 1-3 years of experience in a call support/customer service role. Proficiency in Microsoft Office and CRM tools. Strong interpersonal skills and ability to multitask. Willingness to work night shifts in Surat for the US market. * Experience in customer support within a hospitality technology company will be an added advantage.