Customer Support Executive

Trigent Software; Gurugram District; On-site; INR 180,000 - 240,000; Part time

Benefits offered by this job

4 months contract

Work From Office

Job summary

Trigent Software in Gurugram is seeking a Customer Service Executive / Senior Executive for a 4-month contract to handle global customer interactions via chat, email, and other non-voice channels. You will be the primary contact, ensuring prompt, accurate resolutions and high CSAT across shifts.

The role requires graduates with strong English communication, willingness to work in rotational shifts, and adherence to SOPs and data security. Contractual employment with work-from-office setup.

Qualifications

• Graduation in any stream; postgraduates welcome.
• Executive: 0–1 years experience; Senior Executive: 1.5–3+ years in customer support/BPO.
• Proficient English communication with neutral accent.
• Willing to work in rotational shifts and week-offs.

Responsibilities

• Handle customer inquiries via chat/email/other non-voice channels within defined SLAs.
• Meet targets for CSAT, FCR, and AHT and maintain quality standards.
• Document interactions and log in CRM/ticketing system.
• Escalate complex issues to appropriate internal teams.
• Follow compliance, data security policies, and SOPs.

Skills

English communication

Customer service

Problem-solving

CRM usage

Education

Graduate

Postgraduate welcome

Tools

CRM software

Ticketing system

Job description

Role & responsibilities

Job Title: Customer Service Executive / Senior Customer Service Executive
Department: Customer Experience / Client Operations
Employment Type: Contractors (4months contract)
Work Mode: [Insert: Work From Office ]
Shift Structure: 24/7 Rotational Shifts & Rotational Week Offs
About the Role
We are looking for energetic, articulate, and customer-focused professionals to join our dynamic support team. As a Customer Service Executive / Senior Executive, you will serve as the primary point of contact for our global customers, delivering exceptional service via [Chat / Email / and other Non-voice support channels].
If you possess a passion for problem-solving, thrive in a fast-paced environment, and boast great communication skills, this is the right place for you to grow your career.

Key Responsibilities

• Handle Customer Inquiries: Respond to inbound queries, troubleshoot issues, and provide accurate resolutions via chosen support channels within defined SLAs.
• Maintain Quality Standards: Meet and exceed targets related to Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handling Time (AHT).
• Document Interactions: Log all customer interactions, complaints, and outcomes accurately in the CRM/internal ticketing system.
• Escalate Appropriately: Identify critical or complex escalations and route them to appropriate internal teams.
• Process Adherence: Strictly follow compliance, data security policies, and standard operating procedures (SOPs).

Candidate Profile & Eligibility Criteria

• Education: Graduate in any stream ( Postgraduates also welcome).
• Experience:
  • For Executive: 0 to 1 years of experience (Freshers with great profiles are welcome).
  • For Senior Executive: 1.5 to 3+ years of relevant customer support/BPO/client-handling experience.
• Communication Skills: Decent/Strong communication skills in English (both verbal and written) with a neutral accent and good listening comprehension.
• Shift Flexibility: Must be comfortable working in rotational shifts (including morning, afternoon, evening, and night shifts) and rotational week-offs (5-working days format).

Preferred candidate profile

Whatsapp:-8073672432