Customer Support Executive (Night Shift)

Overseas Cyber Technical Services Pvt. Ltd. (OCTS) is the largest IT/Software company in Karaikudi. We mark ourselves as the rapidly growing next gen tech company to provide world class IT services to various clients across the globe. Our company runs on 4H Core Values namely HONESTY, HUMILITY, HARD WORK & HAPPINESS. This is a digital era, any kind of business requires to mark their presence on the internet. Being a forefront IT service provider, we create highly equipped softwares, websites, digital marketing plans, etc according to the needs of the client to mark them digitally and grow their business.

Having over 100 employees specialised in various services of radar of IT/ITES, OCTS is known for its modern products/services that are technology enabled and meeting international standards. We solve various issues of clients in the IT periphery. The vision of the client is the aim of our firm. We have a whole lot of clients from overseas who are happy and satisfied with our products/services and demanding to extend our relationship.

The Role

We are seeking a dedicated and customer-oriented individual to join our team as a Customer Support Executive for the night shift. In this role, you will be responsible for providing exceptional customer service and assistance to our clients during nighttime hours. Your primary objective will be to address customer inquiries, resolve issues, and ensure overall customer satisfaction.

Job Responsibilities

• Respond promptly and professionally to customer inquiries via various channels (phone, email, chat, etc.) during the night shift.
• Provide accurate and relevant information to customers regarding products, services, and company policies.
• Assist customers in troubleshooting technical issues and provide step-by-step instructions when needed.
• Identify and escalate complex or unresolved issues to the appropriate departments or senior staff for further assistance.
• Maintain detailed and accurate records of customer interactions and transactions using the company's customer support software or CRM system.
• Follow up with customers to ensure their issues have been resolved and they are satisfied with the resolution.
• Stay up-to-date with product knowledge, company updates, and industry trends to provide accurate and current information to customers.
• Adhere to company policies and procedures, including privacy and security guidelines, while handling customer information.
• Meet or exceed the company's key performance indicators (KPIs) and customer service targets.
  
  

Ideal Profile

• Previous experience in customer support or a related role is preferred.
• Excellent verbal and written communication skills.
• Ability to work independently and efficiently during night hours.
• Strong problem-solving and multitasking abilities.
• Patience, empathy, and a customer-centric approach.
• Familiarity with customer support software or CRM systems is a plus.
• Basic technical knowledge to handle general customer inquiries.
• Flexibility to adapt to changing schedules and work demands.
• High level of professionalism and integrity in dealing with confidential customer information.
• Fluency in English (additional language proficiency is a bonus).
  
  

What's on Offer?

• Dynamic and Supportive Environment
• ESI & EPF benefits
• Night Shift Allowance
• Yearly Bonus & Increment
• Sick days off
• Employee recognition and rewards