Associate - Customer Support

Associate - Customer Support

ALB is seeking a customer-focused and proactive Customer Support Executive with 2-3 years of experience in handling customer queries and providing exceptional support. The ideal candidate should possess excellent communication skills, problem-solving abilities, and a customer-first mindset. The role requires working in US business hours and collaborating with internal teams to ensure timely issue resolution and customer satisfaction.

Key Responsibilities
• Respond to customer inquiries via phone, email, chat, and support tickets in a professional manner.
• Troubleshoot customer issues and provide timely resolutions.
• Record, track, and monitor customer interactions using CRM or ticketing systems.
• Escalate complex issues to relevant teams and follow up until closure.
• Maintain high levels of customer satisfaction and service quality.
• Educate customers about products, services, and features.
• Meet defined Service Level Agreements (SLAs) and performance metrics.
• Identify recurring customer concerns and provide feedback to improve processes.
• Maintain accurate customer records and documentation.
• Collaborate with cross-functional teams to ensure seamless customer experience.

Required Qualifications
• Bachelor's degree in any discipline.
• 2-3 years of experience in Customer Support, Customer Service, Technical Support, or a related role.
• Excellent verbal and written communication skills in English.
• Strong customer handling and conflict-resolution skills.
• Experience working with CRM tools such as Salesforce, Zendesk, Freshdesk, or similar platforms.
• Ability to multitask and manage priorities effectively.
• Strong analytical and problem-solving skills.
• Willingness to work in US shifts (Night Shift).

Preferred Skills
• Experience in handling international customers, preferably US clients.
• Knowledge of customer service best practices.
• Ability to work independently and in a team environment.
• Strong attention to detail and organizational skills.

Key Competencies
• Customer Centricity
• Effective Communication
• Time Management
• Team Collaboration
• Problem Solving
• Adaptability
• Attention to Detail

Employment type
• Shift: US Night Shift (Remote)
• Full-Time