Job Description: Operations Executive (US Process)
Location: Gurgaon (Gurugram), Haryana, India
Experience: 1+ years
Education: B.Tech (Bachelor of Technology)
1. Position Overview
We are looking for a Customer Support & Operations US-based customers and support day-to-day operational activities. The ideal candidate will have at least 1 years of experience in customer support processes and a strong technical/analytical background with a B.Tech degree.
You will be responsible for managing customer queries over email, and chat, coordinating with internal teams, and ensuring smooth execution of operational tasks.
2. Key Responsibilities
· Provide first-lsupport for product/service queries, basic troubleshooting, and account-related issues.
· Log, track, and update customer interactions in the CRM / ticketing system accurately.
· Coordinate with operations, technical, and sales teams to resolve customer issues within defined SLAs.
· Monitor daily operations tasks such as order processing, follow-ups, escalations, and reporting.
· Prepare and maintain daily/weekly MIS reports, dashboards, and documentation related to support and operations.
· Follow standard operating procedures (SOPs) and suggest improvements to enhance process efficiency.
· Handle escalated customer issues, ensuring timely resolution and high customer satisfaction.
· Work closely with the team lead / manager to achieve KPIs such as CSAT, FCR, AHT, and SLA compliance.
· Participate in training sessions, process updates, and regular performance reviews.
3. Required Skills & Qualifications
· Education: B.Tech in any discipline (preferred: Computer Science, IT, Electronics, or related fields).
· Experience: Minimum 1 years of experience in customer service / operations (US process preferred).
· Ability to communicate complex information in a simple and polite manner.
· Technical & Operational Skills:
· Comfortable using CRM tools, ticketing systems, and MS Office (Excel, Word, PowerPoint).
· Basic understanding of technical troubleshooting (internet, web apps, basic product workflows).
· Strong analytical and problem-solving skills.
· Soft Skills:
· Customer-focused attitude with patience and empathy.
· Strong organizational skills with attention to detail.
· Ability to handle pressure within tight timelines.
· Good team player with a collaborative mindset.
4. Work Environment & Other Details
· Location: Gurgaon office (Work from Office; transport may be provided as per company policy).
· Week Off: Rotational / fixed (as per company policy).
· Compensation: As per industry standards and candidate’s experience.
5. Preferred Profile
· Experience in BPO / KPO / SaaS / IT support for US customers would beplus
· Prior experience as Customer Support Executive, Operations Executive, or Customer Success in an international process.
· Candidates currently residing in or willing to relocate to Gurgaon / NCR.
Job Types: Full-time, Permanent
Pay: ₹25,000.00 - ₹35,000.00 per month
Ability to commute/relocate:
- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Preferred)
Location:
- Gurugram, Haryana (Preferred)
Work Location: In person
