Customer Support Executive

About the Role

We are seeking a Customer Support Executive dedicated to addressing customer inquiries mainly through email, with occasional phone interactions as required. This position is entirely remote and requires someone detail-oriented who communicates effectively in writing.

Key Responsibilities

• Respond promptly, professionally, and accurately to customer emails.
• Handle over 70 emails each day while maintaining high quality and precision.
• Provide comprehensive solutions to customer issues and ensure cases are fully resolved.
• Make outbound calls for complicated matters when necessary.
• Consistently meet established First Response Time (FRT) and Resolution Time (RT) goals.
• Ensure communication tone and quality remain consistent throughout all interactions.
• Track and follow up on open tickets until the issue is resolved.
• Escalate complex problems to the relevant teams following specified escalation procedures.
• Keep accurate documentation of customer interactions in the appropriate system.

Shift Schedule

Candidates should be adaptable to work any of the following rotational shifts as dictated by business demands:

• 1:00 PM – 10:00 PM
• 3:00 PM – 12:00 AM
• Split Shift: 8:00 AM – 12:00 PM (two slots assigned as needed)

Note: This role does not involve night shifts. Employees will work six days a week with one weekly day off.

Eligibility & Requirements

• At least 1 year of experience in email-based customer support or related email process roles.
• Must own a laptop with adequate specifications to fulfill work demands.
• Capability to deliver end-to-end resolution ensuring cases are closed appropriately.
• Strong written and spoken English communication abilities.
• Flexibility to work in varied shifts including split and single shifts.
• Stable, reliable internet connection is necessary.
• Availability of power backup to maintain uninterrupted work during outages.

What We Offer

• Completely remote working environment with flexible shift choices.
• Prospects for career development within customer support and service functions.