Customer Support Executive

Role: International Customer Support Specialist

Experience : 2-4 Years

Shift: 24/7 work environment with rotating weekly time off. Must be able to work permanent night shifts or assigned rotational shifts.

Education: Graduation Mandatory

Location: Hyderabad

Notice Period: Immediate / 30 Days

Work Mode: Work From Office

Job Summary:

• Experience Level: 2-4 years of relevant customer service or support experience, with a focus on U.S. clients
• As a Customer Support Specialist at Zenwork Inc., you will be the frontline in delivering exceptional customer service to our U.S.-based clients.
• Your role involves assisting customers with their inquiries, resolving issues, and ensuring a positive experience.
• You'll handle multiple tasks, such as answering questions via Salesforce, chat, or email, and develop problem-solving skills to address customer needs efficiently.
• With comprehensive training, you'll gain the expertise to thrive in a dynamic work environment while consistently providing top-quality service.
• This role also offers the opportunity to contribute to process improvements by suggesting new ideas.
• You'll need to be adaptable, as the job requires working in various shifts, including night shifts.
• If you're eager to learn, motivated to help others, and ready to embrace a fast-paced work environment, this position is an excellent opportunity to advance your career.

What You'll Bring:

• 2+ years of experience in customer support, preferred with U.S.-based clients.
• Proficiency in MS Excel
• Excellent written and verbal communication skills, with a focus on delivering clear and professional interactions.
• Strong problem-solving abilities and a customer-centric mindset, ensuring high levels of customer satisfaction.
• Ability to manage multiple tasks simultaneously and maintain a high level of attention to detail.
• Familiarity with CRM systems and workflows, with a preference for experience in Salesforce.

Responsibilities & Requirements:

• Manage customer support inquiries efficiently across email and chat, adapting between channels as needed to meet business demands.
• Review, analyze, and resolve critical customer queries with precision to ensure customer satisfaction and adherence to SLAs.
• Communicate customer feedback, feature requests, and suggestions for process improvements to the product team.
• Capable of handling multiple chats simultaneously.
• Maintain zero open tickets policy by resolving or appropriately escalating issues by the end of each day.
• Track and report on customer pain points, providing actionable insights for process improvements.
• Proficiently use MS Word for document preparation and customer communication.
• Work effectively in a fast-paced environment, managing SLAs and TATs to meet customer expectations.