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

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.
- Solid 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).

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.

Job Types : Full-time, Permanent

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

Ability to commute/relocate:

- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (preferred)

Location :

- Gurugram, Haryana (preferred)

Work Location: In person

📌 Customer Support & Operations Executive (Us Process) (Gurugram)
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