Handle inbound candidate and client inquiries via phone, email and live chat, diagnosing issues and resolving queries within SLA targets.
Create, update and manage support tickets in the CRM/ticketing system; prioritise escalations and follow through to closure.
Provide clear, courteous status updates to candidates and hiring managers; document outcomes and feedback accurately.
Meet defined KPIs including First Contact Resolution, Average Handling Time, CSAT and ticket backlog reduction.
Contribute to knowledge base articles and process-improvement suggestions to reduce repeat issues and improve service quality.

Skills & Qualifications

Must-Have

Proven experience with CRM or ticketing platforms
Zendesk
Freshdesk
Salesforce Service Cloud
Inbound Call Handling
Live Chat Support

Preferred

Experience in recruitment/BPO support functions
Multilingual support (Hindi)

Qualifications

12th pass or equivalent; diploma/degree is a plus. Prior on-site customer support experience in high-volume environments preferred. Strong written and spoken English required; regional language fluency advantageous. Comfortable working rotational shifts and based in India for on-site assignment.Benefits & Culture Highlights

Structured training, on-the-job coaching and clear career pathways into recruitment operations and client success roles.
Competitive on-site compensation, performance-linked incentives and periodic recognition programs.
Fast-paced, metrics-driven culture that values ownership, feedback and continuous improvement.

Skills: customer support,zendesk,bpo,customer,voice process,crm,chat,freshdesk

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