Job Description

:

Customer Support & Operations Executive (US Process)

Location:

Gurgaon (Gurugram), Haryana, India

Experience:

3+ years

Education:

B.Tech (Bachelor of Technology)

Shift

: US Shift (Night Shift)

1. Position Overview

We are looking for a Customer Support & Operations Executive with a neutral / American accent to handle US-based customers and support day-to-day operational activities. The ideal candidate will have at least 3 years of experience in international voice / customer support processes and a strong technical/analytical background with a B.Tech degree.

You will be responsible for managing customer queries over phone, email, and chat, coordinating with internal teams, and ensuring smooth execution of operational tasks.

2. Key Responsibilities

Handle inbound and outbound calls from US customers in a professional manner with a clear and understandable accent.

Provide first-level support for product/service queries, basic troubleshooting, and account-related issues.

Log, track, and update customer interactions in the CRM / ticketing system accurately.

Coordinate with operations, technical, and sales teams to resolve customer issues within defined SLAs.

Monitor daily operations tasks such as order processing, follow-ups, escalations, and reporting.

Prepare and maintain daily/weekly MIS reports, dashboards, and documentation related to support and operations.

Follow standard operating procedures (SOPs) and suggest improvements to enhance process efficiency.

Handle escalated customer issues, ensuring timely resolution and high customer satisfaction.

Work closely with the team lead / manager to achieve KPIs such as CSAT, FCR, AHT, and SLA compliance.

Participate in training sessions, process updates, and regular performance reviews.

3. Required Skills & Qualifications

Education: B.Tech in any discipline (preferred: Computer Science, IT, Electronics, or related fields).

Experience: Minimum 3 years of experience in international voice support / customer service / operations (US process preferred).

Accent & Communication:

Strong command of spoken and written English.

Neutral or American accent with excellent pronunciation and clarity.

Ability to communicate complex information in a simple and polite manner.

Technical & Operational Skills:

Comfortable using CRM tools, ticketing systems, and MS Office (Excel, Word, PowerPoint).

Basic understanding of technical troubleshooting (internet, web apps, basic product workflows).

Strong analytical and problem-solving skills.

Soft Skills:

Customer-focused attitude with patience and empathy.

Strong organizational skills with attention to detail.

Ability to handle pressure, high call volumes, and tight timelines.

Good team player with a collaborative mindset.

4. Work Environment & Other Details

Location: Gurgaon office (Work from Office; transport may be provided as per company policy).

Shift Timing: Primarily US shifts (night shift); flexibility for rotational shifts as needed.

Week Off: Rotational / fixed (as per company policy).

Compensation: As per industry standards and candidate's experience.

5. Preferred Profile

Experience in BPO / KPO / SaaS / IT support for US customers.

Prior experience as Customer Support Executive, Operations Executive, or Customer Success in an international process.

Candidates currently residing in or willing to relocate to Gurgaon / NCR

.

Job Types: Full-time, Permanent

Pay: ?25,000.00 - ?35,000.00 per month

Work Location: In person