Senior Customer Service Representative (Email Back Office) Interested candidates can share their resumes at: shine.albert@hcltech.comAbout the Role:We are hiring a Senior Customer Service Representative Email Back Office responsible for handling and resolving customer queries via email. The role requires strong communication skills, analytical thinking, attention to detail, and the ability to learn processes quickly. Experience in a US customer support environment is preferred.Eligibility CriteriaMinimum 1 year to 3 year only of customer service experience (email process preferred).Experience with US customer support is a plus.Graduates / Postgraduates only.Candidates must be from Chennai.Willing to work 5 days/week (night shift) with weekly offs including Saturday & Sunday.Role DetailsLocation: Chennai (Hybrid)Shift: Night Shift (SaturdayFriday)Education: Graduate / PostgraduateEmployment Type: FulltimeKey ResponsibilitiesManage and resolve customer queries received through email.Analyze issues, identify root causes, and determine appropriate resolutions.Use predefined templates with accuracy while maintaining professional tone.Document and update customer details, case notes, and category selections.Handle store-related, employee-related, and digital coupon-based issues.Perform followups to ensure timely closure and customer satisfaction.Learn tools, systems, and processes quickly and apply them effectively.Required Skills:Excellent written and verbal English communication.Strong analytical and documentation skills.High attention to detail and problemsolving ability.Ability to work independently and maintain accuracy.Comfortable working in a Night Shift.Work Mode:Hybrid (Office Work from Home) Chennai candidates only.Why Join Us?Work in a structured, process-driven support teamExposure to US customer support operationsGrowth opportunities within the customer experience teamCompetitive salary and benefits