Customer Service Associate (Night Shift, Work from Office)

Genora Global (opc); Navi Mumbai; On-site; INR 250,000 - 450,000; Full time

Benefits offered by this job

Travel allowance

Fixed 5-day work week (Mon–Fri)

Supportive team and growth environment

Career growth opportunities

Job summary

Genora Global (opc) is expanding its customer support team in Nerul, Navi Mumbai. The Customer Service Associate will be the first point of contact, handling queries via phone, email and chat, resolving issues, and ensuring customer satisfaction.

This is a full-time, in-office night shift role. Key responsibilities include responding to queries, documenting interactions in CRM, and collaborating with internal teams to improve processes and customer experience.

Qualifications

• 23 years of experience in customer service or related role.
• Excellent communication skills in English (spoken and written).
• Ability to work night shifts and in Nerul, Navi Mumbai office.

Responsibilities

• Respond to customer queries via phone, email and chat.
• Resolve issues accurately within timelines.
• Escalate complex cases and follow up until closure.
• Document interactions and update CRM records.
• Maintain professional, empathetic, solution-oriented approach.
• Meet quality, response time, and CSAT targets.
• Collaborate with internal teams to improve processes.

Skills

Excellent communication

Fluent English

Customer service experience

Night shift flexibility

Tools

CRM

Shopify

Freshdesk

Job description

We're growing our customer support team in Nerul, Navi Mumbai and looking for a confident, articulate professional to help us deliver an excellent customer experience.

As a Customer Service Associate, you'll be the first point of contact for our customers. You'll handle queries, resolve issues quickly, and make sure every customer leaves the conversation satisfied. This is a full-time, in-office role on a night shift.

Key Responsibilities

• Respond to customer queries and concerns via phone, email, and chat
• Resolve issues accurately and within agreed timelines
• Escalate complex cases to the right team and follow up until closure
• Document customer interactions and update records in our systems
• Maintain a professional, empathetic, and solution-oriented approach
• Meet quality, response-time, and customer satisfaction targets
• Collaborate with internal teams to improve processes and customer experience

Requirements

• 23 years of experience in customer service, customer support, or a similar role
• Excellent communication skills, with fluent spoken and written English (mandatory)
• Strong problem-solving and active listening skills
• Comfortable working in a night shift (5:30 PM 2:30 AM IST), Monday to Friday
• Ability to work from our Nerul, Navi Mumbai office
• Basic computer proficiency and comfort with CRM
• Patience, professionalism, and a customer-first attitude

Good to Have

• Experience in an international or voice/chat support process
• Familiarity with tools such as Shopify, Freshdesk, or similar

What We Offer

• Travel allowance in addition to salary
• Fixed 5-day work week (Monday to Friday), with weekends off
• Supportive team and a growth-oriented work environment
• Career growth opportunities in a fast-growing company

Work Location: In person