About the Role
The Customer Support Executive (CSE) is responsible for delivering timely, accurate, and professional customer support through voice and chat channels for U.S.-based customers. This role focuses on resolving customer queries efficiently, ensuring high customer satisfaction, and adhering to defined support processes and service standards.
Responsibilities
• Provide timely and effective resolution to customer queries via voice and chat support
• Respond to customers in a professional, empathetic, and solution-oriented manner
• Handle simple to complex customer issues and ensure first-time resolution where possible
• Escalate issues to the appropriate teams within the defined Line of Business (LOB) when required
• Meet productivity, quality, and performance metrics as defined by the process or manager
• Ensure compliance with all company policies, procedures, and quality guidelines
• Maintain accurate documentation of customer interactions and resolutions
• Focus on achieving high customer satisfaction levels and service quality benchmarks
• Be flexible to work extended hours during high-volume periods, when required
• Perform additional tasks as assigned in line with business needs
Looking For
• 1-2 years of experience supporting US-based customers through voice or chat processes; freshers with strong communication skills and willingness to learn are also encouraged to apply.
Mandatory Skills
A. Technical / Functional Skills
• Experience in Customer Support / Contact Center / Voice or Chat Process
• Ability to troubleshoot and resolve customer queries effectively
• Experience handling service metrics and adherence to SLAs
B. Soft Skills
• Customer-focused mindset with strong problem-solving skills
• Strong verbal and written communication skills (English)
• Self-motivated and ability to work with minimal supervision
• Ability to remain calm and composed in high-pressure situations
• Strong attention to detail and ownership of tasks
Good to Have Skills
• Prior experience in US voice support
• Exposure to CRM or ticketing tools
• Experience working in global support environments
• Graduate in any discipline
• Relevant experience may be considered in lieu of formal education
• 5 working days per week
• 2 rotational weekly offs (not necessarily Saturday/Sunday)
• Willingness to work US time zones / rotational shifts
• Flexibility to extend working hours during business peak periods
