Customer Support Executive

Job Title: Customer Analyst

Employment Type: Full-time (Morning/Day/Night rotational shifts)

Experience Required: 2-4 years

Working Mode: In-Office

Location: Sector 53, Gurgaon

Industry: Customer Service (International Non-Voice Process)

Salary: Best in industry

Job Summary:

We are looking for experienced and customer-focused professionals to join our international customer support team. The ideal candidate will have strong expertise in non-voice processes such as chat and email support, with the ability to handle global customers efficiently, professionally, and with high accuracy.

Key Responsibilities:

• Provide real-time support to international customers through chat and email channels.
• Handle customer queries, complaints, and requests with accuracy and efficiency.
• Troubleshoot basic technical or product-related issues based on defined processes.
• Maintain high standards of service quality, response time, and customer satisfaction.
• Document customer interactions and update relevant systems/CRM tools promptly.
• Escalate complex cases to the appropriate teams as per SOP.
• Ensure adherence to SLAs, quality parameters, and compliance guidelines.
• Collaborate with cross-functional teams to resolve customer concerns.
• Contribute to process improvement initiatives and knowledge-base updates.

Required Skills & Qualifications:

• 24 years of experience in international customer support, preferably in non-voice (chat & email) processes.
• Excellent written communication skills with strong grammar and clarity.
• Excellent comprehension and articulation skills (essential)
• Ability to handle multiple chats simultaneously while maintaining quality.
• Strong problem-solving attitude and customer-centric mindset.
• Familiarity with CRM tools, ticketing systems, and chat platforms.
• Ability to work in rotational shifts (including day, night & morning shifts).
• Good typing speed and accuracy.
• Strong attention to detail and ability to follow SOPs.

Preferred Qualifications (Good to Have):

• Experience in travel industries.
• Knowledge of basic technical troubleshooting.
• Exposure to handling global customers (US, UK, AUS, etc.).