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 Job Types: Full-time, Fresher, Contractual / Temporary Contract length: 6 months Pay: ₹25,939.30 - ₹59,735.60 per month Benefits: Commuter assistance Flexible schedule Food provided Health insurance Leave encashment Paid sick time Paid time off Provident Fund Education: Bachelor's (Required) Work Location: In person
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 Job Types: Full-time, Fresher, Contractual / Temporary Contract length: 6 months Pay: ₹25,939.30 - ₹59,735.60 per month Benefits: Commuter assistance Flexible schedule Food provided Health insurance Leave encashment Paid sick time Paid time off Provident Fund Education: Bachelor's (Required) Work Location: In person
Role Overview: You will be responsible for providing high quality Tier 2 Customer Support service to customers with a focus on 100% issue resolution and customer satisfaction. You will adhere to defined processes and procedures while handling inbound calls, emails, and chats. Your goal will be to achieve SLA targets and business outcome indicators set by the client. Key Responsibilities: - Receive inbound calls/emails/chats and ensure accurate logging of cases and interactions in the required tool - Provide recruitment support to candidates as per defined processes - Assist customers with navigational support on self-service portal - Conduct security verifications in compliance with company policies and GDPR guidelines - Make outbound calls to customers as needed following client/company guidelines - Maintain high call/data quality standards and productivity targets - Communicate effectively with peers and supervisors - Adhere to company and departmental policies and procedures - Keep process repositories updated with the latest information - Ensure punctual attendance and minimize customer complaints through exceptional service Qualification Required: - Efficient use of customer service technologies including Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer - Technical aptitude and ability to learn quickly - Excellent verbal and written communication skills - Prior international BPO work experience preferred but freshers are also acceptable Additional Details: - Job Types: Full-time, Fresher, Contractual/Temporary - Contract length: 6 months Company Benefits: - Commuter assistance - Flexible schedule - Food provided - Health insurance - Leave encashment - Paid sick time - Paid time off - Provident Fund Education Requirement: - Bachelor's degree required Work Location: - In person,