Senior Process Executive - Customer Support

Role & Responsibilities:

• Handle incoming international customer queries via call, chat, or email with high professionalism.
• Resolve complex customer issues, escalations, and technical/service inquiries in a timely manner.
• Maintain high quality standards, customer satisfaction (CSAT) scores, and First Contact Resolution (FCR).
• Mentor and assist junior agents in handling difficult transactions when needed.
• Follow company workflows, security standards, and operational guidelines consistently.

Preferred candidate profile

• Minimum 2 to 5 years of relevant experience in International Voice / Non-Voice / Customer Support process.
• Excellent verbal and written English communication skills.
• Flexibility to work in 24/7 rotational shifts and rotational week-offs.
• Strong problem-solving, active listening, and multitasking abilities.
• Prior experience as a Senior Process Associate (SPE) or Senior Executive is preferred.
• Work Location: Hyderabad / Pune / Bangalore.