Full Time: Customer Support Executive

About the Company

Infinite Web Marketing Pvt. Ltd. has been delivering digital transformation and resourcing excellence for over 13 years. From corporate training to full-scale campaign support, our teams serve clients across India, the Middle East, and North America with unmatched reliability and response times.

About Resource Per Hour

ResourcePerHour.com is a smart hiring platform that lets businesses scale support and ops functions by the hour. We offer trained voice, chat, and ticket support agents who work in your time zone, on your tools — just like an in-house team, but without the HR overhead.

Vision for UAE & USA + Sister Brands

With strategic expansion in UAE and USA, we are building specialized offshore units for eCommerce, SaaS, and service-based clients. Our sister brands — WorkshopLibrary, UniLookup.ai, Deals24x7.com, and SEO Diploma — are designed to serve growth through people-first solutions, driven by smart outsourcing.

Job Description

We are seeking polite, articulate, and tech-comfortable Customer Support Executives to join our offshore resource team. You’ll work remotely (or hybrid in select locations), attending to client-end customers through voice, chat, or ticketing systems depending on project needs.


Your role includes providing timely assistance, resolving basic queries, routing complex issues to seniors, and maintaining CRM records. Support may be for eCommerce, SaaS, finance, or B2B platforms. You'll need to adapt to client SOPs, attend briefings, and follow pre-approved response flows.


This is ideal for someone with good spoken English/Hindi/Arabic, who can stay calm under pressure, manage SLAs, and make users feel heard and helped.

Responsibilities
  • Handle inbound and outbound customer queries via call, chat, or email
  • Respond using clear, polite, and brand-aligned language
  • Record issue summaries in CRM systems (Zoho, Freshdesk, Salesforce, etc.)
  • Route complex issues to internal escalation teams
  • Follow up on unresolved cases and ensure timely closures
  • Track customer complaints, refunds, and resolution timelines
  • Update internal databases with daily interaction logs
  • Attend process training and refresher sessions as required
  • Use scripts or knowledge bases to maintain accuracy
  • Help with feedback surveys and after-call check-ins
  • Coordinate with logistics, product, or tech teams if applicable
  • Maintain high first-contact resolution (FCR) wherever possible
  • Stay updated on process changes, FAQs, and offer/policy updates
  • Participate in daily huddles or shift briefings with the team
Requirements
  • 1–3 years of customer service experience (voice or non-voice)
  • Strong verbal and written communication skills in English (Hindi/Arabic a plus)
  • Comfort working with CRM tools like Zoho Desk, Freshdesk, Zendesk, etc.
  • Ability to handle pressure calmly and professionally
  • Typing speed of 35+ WPM with accuracy (for chat/email profiles)
  • Flexible to work in rotational shifts (if required by client)
  • Headset/laptop and quiet background (for remote roles)