Customer Service Executive

EC-Council; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

EC-Council is seeking a customer support professional to deliver a high-quality experience by understanding customer needs, resolving queries, and ensuring accurate, empathetic handling from initial contact to resolution.

You will manage escalations, collaborate with teams, and adapt to changing processes in a fast-paced environment while maintaining strong written and verbal communication and attention to detail.

Qualifications

• Strong verbal and written communication skills.
• Customer-focused with the ability to resolve queries effectively.
• Able to take ownership of customer concerns from start to resolution.

Responsibilities

• Deliver a high-quality customer experience across interactions.
• Maintain CSAT, and meet response, resolution, quality, and productivity metrics.
• Handle all customer types professionally, including escalations.
• Take ownership to accelerate resolution with accurate, timely responses.
• Develop product and process knowledge to provide effective support.
• Ensure adherence to defined processes and policies.
• Identify recurring issues and report gaps for process improvements.
• Maintain clear and professional written and verbal communication.
• Work Schedule: 5-day week with rotational shifts and week-offs

Skills

Verbal communication

Written communication

Customer focus

Problem solving

Ownership

Job description

EC-Council is the world’s largest cyber security technical certification body. We operate in 170 countries globally and we are the owner and developer of various world-famous cyber security programs. We are proud to have trained and certified over 400,000 information security professionals globally that have influenced the cyber security mindset of countless organizations worldwide.

Role Overview

The role involves delivering a high-quality customer experience by understanding customer needs, resolving queries efficiently, and ensuring issues are handled with accuracy and empathy. The position requires strong verbal and written communication, effective problem-solving, and the ability to take ownership of customer concerns from initial interaction through resolution.

The role also involves handling escalations, collaborating with relevant teams when required, adapting to changing processes, and maintaining close attention to detail. A successful candidate should be a quick learner, customer-focused, accountable, and comfortable working in a fast-paced environment.

Key Responsibilities

• Deliver a positive and consistent customer experience across all interactions.
• Maintain strong CSAT and achieve key service metrics, including response time, resolution time, quality, and productivity.
• Handle all types of customers professionally, including difficult situations and escalations.
• Take ownership and accelerate resolution while ensuring accurate and timely responses.
• Develop strong product and process knowledge to provide effective customer support.
• Ensure error-free execution and adherence to defined processes and policies.
• Identify recurring issues and report process gaps to help improve the overall customer experience.
• Maintain clear, professional, and effective written and verbal communication.
• Work Schedule: 5-day working week | Rotational shifts & rotational week-offs

About Our Culture

EC-Council is driven by a mission to strengthen global cybersecurity capability and advance the profession of ethical hacking and information security. Our teams operate across regions and cultures, united by integrity, professionalism, and a commitment to meaningful impact. Continuous learning and accountability are encouraged, empowering individuals to take ownership of their contributions. Respect, trust, and ethical conduct guide how we work with colleagues, partners, and the global cybersecurity community.

Additional Information

EC-Council is an equal opportunity workplace and an affirmative action employer. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We do not discriminate based on these or any other characteristics protected by applicable laws or regulations in the locations where we operate.

EC-Council is dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you have a medical condition or disability that limits your ability to complete any part of the application process and require reasonable accommodation, please contact us at [e-mail] and let us know how we can assist.

To be eligible for this position, candidates must be able to provide proof that they are either a citizen of the country or have legal authorization to work in the country where the position is posted and are currently residing there. EC-Council does not offer employment to ineligible candidates and reserves the right to revoke employment in case the candidate loses the authorization to work.

If, as part of the recruitment process, you are required to complete or submit any form of work, project, case study, or assignment, please note that such material will be considered the exclusive property of EC-Council. By submitting such work, you acknowledge that EC-Council retains all rights, title, and interest in the submitted content, including any intellectual property contained therein.

Candidates further waive any intellectual property or moral rights in such submissions, confirm that the work is original and free of third-party infringement, and acknowledge that it is provided solely for evaluation purposes, with no ownership or other rights retained.

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Please review our policy here: EC-Council Privacy Policy- User & company | Data Protection. Submission of your application will be considered as your acceptance of the terms stated above.