Customer Service Executive

Job Summary:

We are looking for experienced and customer-focused professionals to join our international customer support team. The ideal candidate will have strong expertise in non-voice processes such as chat and email support, with the ability to handle global customers efficiently, professionally, and with high accuracy.

Key Responsibilities:

● Provide real-time support to international customers through chat and email channels.

● Handle customer queries, complaints, and requests with accuracy and efficiency.

● Troubleshoot basic technical or product-related issues based on defined processes.

● Maintain high standards of service quality, response time, and customer satisfaction.

● Document customer interactions and update relevant systems/CRM tools promptly.

● Escalate complex cases to the appropriate teams as per SOP.

● Ensure adherence to SLAs, quality parameters, and compliance guidelines.

● Collaborate with cross-functional teams to resolve customer concerns.

● Contribute to process improvement initiatives and knowledge-base updates.

Required Skills & Qualifications:

● 3–5 years of experience in international customer support, preferably in non-voice (chat & email) processes.

● Excellent written communication skills with strong grammar and clarity.

● Excellent comprehension and articulation skills (essential)

● Ability to handle multiple chats simultaneously while maintaining quality.

● Strong problem-solving attitude and customer-centric mindset.

● Familiarity with CRM tools, ticketing systems, and chat platforms.

● Ability to work in rotational shifts (including day, night & morning shifts).

● Good typing speed and accuracy.

● Strong attention to detail and ability to follow SOPs.

Preferred Qualifications (Good to Have):

● Experience in travel industries.

● Knowledge of basic technical troubleshooting.

● Exposure to handling global customers (US, UK, AUS, etc.).