Job Title: Customer Analyst
Employment Type: Full-time (Morning/Day/Night rotational shifts)
Experience Required: 2-4 years
Working Mode: In-Office
Location: Sector 53, Gurgaon
Industry: Customer Service (International Non-Voice Process)
Salary: Best in industry
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:
- 24 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.).
