Job Description: Operations Executive (US Process)

Location: Gurgaon (Gurugram), Haryana, India

Experience: 1+ years

Education: B.Tech (Bachelor of Technology)

1. Position Overview

We are looking for a Customer Support & Operations US-based customers and support day-to-day operational activities. The ideal candidate will have at least 1 years of experience in customer support processes and a robust technical/analytical background with a B.Tech degree.

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

2. Key Responsibilities

· Provide first-lsupport 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 1 years of experience in customer service / operations (US process preferred).

· 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, PowerPo

📌 Operations Executive (Gurugram)
🏢 App2Mobile
📍 Gurugram