Customer Support Executive - US Process (Night Shift)

Customer Support Executive - US Process (Night Shift)

Job Title: Customer Support Executive

Company Name: Moksh Tech

Department: Moksh CAD

Job Type: Permanent, Full- Time

Shift: USDaytime (Night Shift)

Location: Ahmedabad, GJ 380015

Job Summary

We are looking for a proactive and customer-focused Customer Support Executive with 3-4 years of experience in the US voice process. The ideal candidate should have excellent communication skills, the ability to manage customer interactions professionally, and a strong sense of ownership in resolving customer concerns. The role involves coordinating with installers, dispatchers, and internal teams to ensure smooth execution of countertop installation projects and deliver an exceptional customer experience.

Experience

• 3-4 years of experience in a US voice process (Inbound Outbound Calling)

• Experience in customer support, coordination, or service operations is preferred.

• Experience in the stone, construction, home improvement, or related industry is an advantage.

  Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.

• Coordinate with installers, dispatchers, templaters, and internal teams to ensure timely completion of scheduled jobs.

• Respond to customer inquiries regarding installations, templates, service requests, scheduling, and order updates.

• Follow up with customers via phone and email to provide timely updates and ensure customer satisfaction.

• Manage customer escalations and work proactively toward resolution.

• Take complete ownership of assigned cases until they are successfully resolved.

• Maintain accurate records of customer interactions, call logs, emails, and job updates in CRM or internal systems.

• Coordinate with multiple departments to ensure seamless communication and execution of customer requests.

• Prepare daily reports and maintain documentation of customer interactions and follow-ups.

• Ensure all customer concerns are addressed within defined turnaround times (TAT).

• Deliver a high level of customer satisfaction while maintaining company quality standards.

  Required Skills

• Excellent verbal and written English communication skills.

• Strong US accent comprehension and telephone etiquette.

• Ability to handle difficult customer situations with patience and professionalism.

• Strong problem-solving and decision-making skills.

• Excellent follow-up and coordination abilities.

• Good organizational and time management skills.

• Ability to multitask and work in a fast-paced environment.

• Proficiency in MS Office (Excel, Outlook, Word) and CRM/customer support tools.

• Positive attitude with a strong sense of accountability and ownership.

Preferred Qualifications

• Graduate in any discipline.
• Experience with dispatching, scheduling, or customer service operations is preferred.
• Familiarity with CRM, ERP, or ticketing systems will be an added advantage.

Shift Details

• 24X7 shift, most probably Night Shift (US Business Hours)
• 6-day working week (as per company policy).

What Were Looking For

• Customer-first mindset.
• Strong ownership and accountability.
• Team player with excellent coordination skills.
• Ability to work independently with minimal supervision.
• Detail-oriented with a focus on delivering timely and accurate service.
• Willingness to learn and grow within the organization.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.