Customer Support Specialist

Detailed JD

Overall, Purpose of Job

• Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Strive and achieve SLA target and business outcome indicators defined by the client
• Job Responsibilities / Authorities
• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool

• Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
• Walk customers/ Provide navigational support on self-service portal
• Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
• Place outbound calls to customers when required in line with Client / Company guidelines
• Work productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
• Maintain regular and punctual attendance in line with company policies and procedures
• Minimise customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills Experience Profile
• Prior international BPO work experience preferred
• Fresher’s acceptable
• Personal Attributes
• Able to work on a flexible basis as determined by the business needs
• Ability to work under pressure
• Team worker
• Positive Attitude
• Quick Learner
• Punctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail

Shift Timing – Shift will be in any of United States of America time zones Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Job Types: Full-time, Fresher, Contractual / Temporary
Contract length: 6 months

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

• Commuter assistance
• Flexible schedule
• Food provided
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Education:

• Bachelor's (Required)

Language:

• English (Required)

Location:

• Bengaluru, Karnataka (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person