HCLTech is hiring experienced professionals for the role of Senior Customer Service Representative – Email Back Office at its Chennai location. This is a full-time hybrid opportunity for candidates with prior email support experience, especially those who have worked on US-based customer service processes.
Job Overview
- Role: Senior Customer Service Representative (Email – Back Office)
- Company: HCLTech
- Location: Chennai, Tamil Nadu
- Work Mode: Hybrid
- Job Type: Full-Time
- Shift: Night Shift
- Work Schedule: 5 days a week (Saturday to Friday), 2 weekly offs
This role is focused on handling email-based customer queries, ensuring accurate documentation, and providing timely resolutions while maintaining high-quality service standards.
About HCLTech
HCLTech is a leading global technology company that delivers IT services, digital solutions, engineering, and consulting to enterprises across industries. With a strong global footprint and a people-first culture, HCLTech is known for its structured processes, learning-driven environment, and opportunities to work on international projects.
About the Role
The Senior Customer Service Representative will be responsible for managing back-office email operations related to customer issues. The role demands strong written communication, analytical skills, and the ability to work efficiently in a fast-paced environment supporting international clients.
Key Responsibilities
- Handle customer issues related to stores, employees, and digital coupons via email
- Review cases, analyze tools and available information, and provide accurate resolutions
- Use predefined templates and ensure proper case documentation
- Update and classify customer records correctly
- Follow up on pending issues to ensure timely closure
- Communicate clearly and professionally through written channels
- Quickly learn new processes and apply correct resolution methods
Mandatory Eligibility Criteria
- Experience: Minimum 1 year in email/back-office customer support
(US-based process experience preferred) - Education: Graduate or Postgraduate (Mandatory)
- Location Preference: Chennai-based candidates
- Skills: Strong English communication, analytical thinking, attention to detail
Skills & Competencies Required
- Excellent written and verbal English communication
- Strong analytical and problem-solving abilities
- High attention to detail and accuracy
- Ability to manage multiple case types simultaneously
- Customer-first mindset with strong follow-up discipline
Why Join HCLTech?
- Structured, process-driven work environment
- Exposure to international customer service standards
- Supportive and learning-oriented workplace culture
- Hybrid working model with stable night shifts
- Long-term career growth in customer experience roles
How to Apply
Interested and eligible candidates can share their updated resume directly via email:
Make sure your resume highlights email/back-office support experience and familiarity with US-based customer service processes.
⚠️ Disclaimer
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We are not recruiters or hiring agents and do not charge any fees.
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