Customer Support Representative

1. For Bangalore and Pune -

Position: Tier 2 Customer Support (International Voice)

Mode of Work:

Salary:

Interview Process:

• Versant Test

  (Minimum threshold:

  58 and above

  )

• Communication Discussion (CD)

• Operations Round

Overall Purpose of the Job

• Deliver high-quality Tier 2 customer support with 100% issue resolution and customer satisfaction.
• Manage inbound calls, emails, and chats as per client-defined processes.
• Escalate unresolved issues following the standard operating procedures.
• Meet Service Level Agreements (SLA) and other KPIs set by the client.

Key Responsibilities

• Handle inbound calls/emails/chats and ensure accurate logging of all interactions.
• Provide recruitment-related support to candidates (new hires/rehire).
• Assist customers with portal navigation and troubleshooting.
• Follow proper identity verification in line with GDPR guidelines.
• Make outbound calls if required.
• Ensure high productivity and call/data quality.
• Keep internal process documents (DTPs, KBs, SharePoint) up to date.
• Adhere to all company and departmental policies.
• Aim to minimize customer complaints and escalations.

Skills & Knowledge Requirements

• Familiarity with ticketing systems (ServiceNow preferred), ERP tools, MS Office, and web navigation.
• Excellent communication skills verbal and written.
• Good technical aptitude and ability to learn quickly.

Experience

• Prior international BPO experience is preferred.
• Freshers are welcome to apply.

Personal Attributes

• Flexible with shifts and work schedules.
• Team player with a positive attitude.
• Punctual, disciplined, and customer-focused.
• Quick learner with strong attention to detail.
• High standards of integrity.

Shift Timings:

• US Shift (Night Shift rotational as per any US time zone)

Rotational Weekly Offs: (e.g., Mon-Fri, Tue-Sat, Wed-Sun)

2. For Bangalore -

Role Overview:

• Managing and resolving customer queries with professionalism and empathy
• Handling escalations and ensuring timely resolution of faults/complaints within SLAs
• Supporting inbound sales through upselling and cross-selling

What Were Looking For:

• Minimum

  1 year of experience

  in customer support
• Ability to confidently handle customer disputes
• Experience managing

  multiple stakeholders

• Strong

  time management

  and ability to meet deadlines
• A team player who thrives in a dynamic environment

Role Details:

• Shift:

  Should be ok with Rotational shift - Afternoon Shift - 12:30 - 02:30 IST (Hoop)

• Work Mode:

  Work from Office (Contractual role)

• Location:

  Bangalore

• CTC:

  Hike on your last CTC (based on your interview and experience) Payroll Impact Infotech

• Benefits:

  Company-provided cab (both ways)

If this role aligns with your career goals send your updated resumes, or if you know someone who might be a good fit, please feel free to reach out or share this email with them.

Looking forward to hearing from you!

Thanks & Regards

Chitra N - HR Recruiter (7030653127)