Customer Service Executive (Remote) - Online Jobs

Job Description

About the job

Company Overview

Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Position Title: Customer Service Executive

Work Arrangement: Remote - India

About The Role

As a Customer Service Executive, you will be the primary point of contact for our clients (homeowners) and professionals (contractors). Your mission is to ensure seamless communication, maintain project momentum, resolve issues effectively, and help enhance the overall customer experience.

Key Responsibilities

Customer & Contractor Support
 

• Provide exceptional customer service through phone, email, WhatsApp, and chat.
• Assist clients and professionals with inquiries, platform navigation, and process guidance.
• Onboard new clients and professionals, clearly explaining how the platform works.
   

Project Follow-up & Coordination

• Proactively follow up with clients and professionals on idle or inactive projects.
• Ensure timely responses and encourage the progression of ongoing renovation projects.
• Facilitate the scheduling of site visits, calls, or meetings as needed.
   

Feedback & Reporting

• Regularly collect feedback from both clients and contractors.
• Share valuable insights with internal teams (Operations, Product, Tech) to improve the platform and processes.
• Prepare weekly summaries highlighting feedback trends, follow-up statuses, and unresolved issues.
   

Communication & Quality Assurance

• Maintain professional and fluent English in all written and spoken communication.
• Accurately update CRM and project tracking tools with notes and follow-up actions.
• Contribute to the development of FAQs, reply templates, and customer service scripts.
   

Issue Resolution & Escalation

• Resolve basic misunderstandings or disputes between clients and contractors.
• Escalate sensitive or complex cases to management promptly.
• Monitor project quality and flag potential risks at an early stage.
   

Additional Contributions

• Support upselling and cross-selling of premium services where appropriate.
• Suggest process or platform improvements based on customer feedback.
• Assist in enhancing overall customer experience and operational workflows.
   

Requirements

• Excellent spoken and written English.
• Strong communication and persistent follow-up skills.
• Customer-focused mindset, with patience and a solution-oriented approach.
• Ability to work 6 days per week.
• Prior experience in customer service, call center, hospitality, or platform-based services is a plus.
• Basic computer skills and comfort using CRM tools, WhatsApp, and email.
   

What We Offer

• Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
• Professional Development: You'll have access to a monthly upskill allowance of ?5000 for continued education and certifications to support your career growth.
• Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.
  • Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
  • Sick Leave: 12 days per year, available after probation.
• Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
• Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.

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