Customer Support Executive

Job Description: Customer Support Representative

Work Mode: 100% Work From Home

Job Type: Full-Time

About the Role:

We are looking for a Customer Support Representative to handle customer queries primarily via email, with occasional phone support as needed. The ideal candidate is detail-oriented, communicates clearly in writing, and is comfortable working in a fully remote setup.

Key Responsibilities:

Respond to customer queries and concerns via email in a timely, professional, and accurate manner

• Handle a daily volume of 70+ emails while maintaining quality and accuracy
• Provide end-to-end resolution to customer queries and ensure proper closure of cases
• Make outbound calls for complex cases wherever required, based on the nature of the query
• Meet defined FRT (First Response Time) and RT (Resolution Time) targets consistently
• Maintain quality and tone consistency across all customer communication
• Track and follow up on open tickets/cases until resolution
• Escalate complex issues to the appropriate team when necessary, following defined escalation protocols
• Maintain accurate records of customer interactions in the relevant systems/tools

Shift TimingsCandidates should be flexible to work in any of the following shifts(rotational shifts), as per business requirement:

• 1:00 PM – 10:00 PM
• 3:00 PM – 12:00 AM
• Split Shift: 8:00 AM – 12:00 PM (any two slots may be assigned based on business needs)

Note: This is not a night-shift role. Working days will be 6 days a week with 1 weekly off.

Eligibility & Requirements:

Minimum 1 year of experience in an Email Process / Email Customer Support role

• Must have their own laptop with suitable/higher configuration to support work requirements
• Ability to provide end-to-end resolution to customer queries and ensure proper closure of cases
• Excellent written and verbal communication skills in English
• Willingness to work in split shifts as well as single shifts, based on business requirements
• Must have a stable and reliable internet connection
• Should have power backup, wherever required, to ensure uninterrupted work during power outages
• What We OfferFully remote role with flexible shift options
• Opportunity to grow within a customer support/service function