BPO Customer Support Executive - US Process (On-Site)

WorkzApp; Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

WorkzApp in Mumbai is seeking a BPO Customer Support Executive for US-based email, chat, and voice support. The role operates in a 24x7 rotational shift, with emphasis on email/chat (70%) and periodic voice (30%). You will interact with US clients, follow client protocols, and strive for high satisfaction scores.

The role requires 6 months in BPO or customer support, English proficiency, and readiness for night shifts. On-site position with training and growth opportunities.

Qualifications

• Minimum 6 months of BPO or customer support experience.
• High School Certificate (HSC) or Graduate degree qualification.
• Strong written and verbal communication skills in English.

Responsibilities

• Handle customer inquiries via email and chat platforms with professionalism and accuracy.
• Provide voice support to US-based clients as per assigned schedule.
• Maintain quality standards and adherence to client-specific protocols and guidelines.
• Resolve customer issues efficiently while maintaining high customer satisfaction scores.
• Document interactions accurately and update customer information in systems.
• Meet daily targets for response time, resolution rate, and customer satisfaction metrics.
• Collaborate with team members and supervisors to improve service delivery.
• Participate in training sessions to enhance product and process knowledge.

Skills

English proficiency

Communication skills

Problem solving

Education

HSC or graduate

Tools

CRM tools

Ticketing systems

Email/chat platforms

Job description

BPO Customer Support Executive - US Process (On-Site)

Responds within 48 hours

About the role

About the Company We are a leading Business Process Outsourcing (BPO) firm specializing in US-based customer support and communication services. Our company is committed to delivering exceptional customer experiences through trained professionals who handle multi-channel support operations. We pride ourselves on creating growth opportunities for our team members with clear career advancement paths.

Role Overview This is a full-time on-site position for a BPO Customer Support Executive handling US-based email, chat, and voice support processes. You will be part of a 24x7 rotational shift operation, primarily managing email and chat communications (70%) with periodic voice interactions (30%). This role offers direct exposure to international customer service standards and US business processes.

Key Responsibilities • Handle customer inquiries via email and chat platforms with professionalism and accuracy • Provide voice support to US-based clients as per assigned schedule • Maintain quality standards and adherence to client-specific protocols and guidelines • Resolve customer issues efficiently while maintaining high customer satisfaction scores • Document interactions accurately and update customer information in systems • Meet daily targets for response time, resolution rate, and customer satisfaction metrics • Collaborate with team members and supervisors to improve service delivery • Participate in training sessions to enhance product and process knowledge

Must-Have Skills • Minimum 6 months of BPO or customer support experience • High School Certificate (HSC) or Graduate degree qualification • Strong written and verbal communication skills in English • Ability to work in 24x7 rotational shifts including night shifts • Proficiency in email and chat-based customer support • Basic computer literacy and ability to work with multiple applications • Problem-solving attitude and customer-centric approach

Good to Have • Experience with US customer service processes and protocols • Knowledge of CRM tools and support ticketing systems • Experience handling voice-based customer interactions • Familiarity with multiple communication channels • Any additional certification in customer service or communication

What You Will Gain • Direct exposure to US business processes and international customer service standards • Comprehensive training in multi-channel customer support operations • Career growth opportunity with Internal Job Posting (IJP) eligibility after 1 year • Experience working in a 24x7 global operations environment • Professional development through continuous skill enhancement and process knowledge

Resume Keywords: BPO Customer Support, US Process, Email Support, Chat Support, Voice Support, Customer Service, 24x7 Operations, Rotational Shifts, US Client Handling, Multi-channel Support, Customer Satisfaction, CRM Tools, Communication Skills, Service Quality, Process Adherence

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Skills & tools

Email Support Chat Support Voice Support Customer Service US Process Knowledge BPO Operations Communication Skills